ERIC website: Terms and conditions of use

  1. Introduction

1.1 These terms and conditions govern your use of our website.

1.2 By using our website, you accept these terms and conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website.

1.3 If you register with our website or make a purchase on our website, we will ask you to expressly agree to these terms and conditions.

1.4 You must be at least 18 years of age to use our website. If you are under 18 you must ensure that you have parental consent. By using our website or agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age or that you have gained parental consent.

1.5 Our website uses cookies; by using our website or agreeing to these terms and conditions, you consent to our use of cookies in accordance with the terms of our privacy and cookies policy.

  1. Copyright notice

2.1 Copyright (c) 2016 ERIC, The Children’s Bowel & Bladder Charity.

2.2 Subject to the express provisions of these terms and conditions:

(a) we, together with our licensors, own and control all the copyright and other intellectual property rights in our website and the material on our website; and

(b) all the copyright and other intellectual property rights in our website and the material on our website are reserved.

2.3 Images and photographs used on our website have either been commissioned/produced by ERIC or downloaded from Creative Commons CC0 online image banks. Those produced by ERIC may not be downloaded, modified or re-distributed without our express consent.

  1. Licence to use website

3.1 You may:

(a) view pages and documents from our website in a web browser;

(b) download pages and documents from our website for caching in a web browser;

(c) print pages and documents from our website;

(d) stream audio and video files from our website; and

(e) use our website services (for example training course bookings and interactive game) by means of a web browser, subject to the other provisions of these terms and conditions.

3.2 Except as expressly permitted by Section 3.1 or the other provisions of these terms and conditions, you must not download any material from our website or save any such material to your computer.

3.3 You may only use our website for your own personal and professional purposes, and you must not use our website for any other purposes.

3.4 Except as expressly permitted by these terms and conditions, you must not edit or otherwise modify any material from our website.

3.5 Unless you own or control the relevant rights in the material, or have been given express permission, you must not:

(a) republish material from our website (including republication on another website);

(b) sell, rent or sub-license material from our website;

(c) exploit material from our website for a commercial purpose.

3.6 Notwithstanding Section 3.5, you may redistribute our newsletter in electronic form and our printed resources to any person.

3.7 We reserve the right to restrict access to areas of our website, or indeed our whole website, at our discretion; you must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on our website.

  1. Acceptable use

4.1 You must not:

(a) use our website in any way or take any action that causes, or may cause, damage to the website or impairment of the performance, availability or accessibility of the website;

(b) use our website in any way that is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity;

(c) use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software;

(d) conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent; 

(e) access or otherwise interact with our website using any robot, spider or other automated means, except for the purpose of search engine indexing; or

(f) use data collected from our website for any direct marketing activity (including without limitation email marketing, SMS marketing, telemarketing and direct mailing).

4.2 You must not use data collected from our website to contact individuals, companies or other persons or entities.

4.3 You must ensure that all the information you supply to us through our website, or in relation to our website, is true, accurate, current, complete and non-misleading.

  1. Products

5.1 The advertising of products on our website constitutes an "invitation to treat" rather than a contractual offer.

5.2 We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product.

5.3 Prices stated on our website may be stated incorrectly.

5.4 The sale and purchase of products through our website will be subject to terms and conditions of sale, and we will ask you to agree to the terms of that document each time you make a purchase on our website.

5.5 Any product reviews that you submit for publication on our website shall be subject to the terms of Section 9 and Section 10.

  1. Registration and accounts

6.1 To be eligible for an individual account on our website under this Section 6, you must be at least 18 years of age and resident in the United Kingdom. If you are under 18 you must ensure that you have parental consent for an individual account.

6.2 You may register for an account with our website by completing and submitting the account registration form on our website, and clicking on the verification link in the email that the website will send to you.

6.3 You must not allow any other person to use your account to access the website.

6.4 You must notify us in writing immediately if you become aware of any unauthorised use of your account.

6.5 You must not use any other person's account to access the website, unless you have that person's express permission to do so.

  1. User login details

7.1 If you register for an account with our website, you will be asked to provide your name (user ID) and email address and choose a password.

7.2 Your user ID must not be liable to mislead and must comply with the content rules set out in Section 10; you must not use your account or user ID for or in connection with the impersonation of any person.

7.3 You must keep your password confidential.

7.4 You must notify us in writing immediately if you become aware of any disclosure of your password.

7.5 You are responsible for any activity on our website arising out of any failure to keep your password confidential, and may be held liable for any losses arising out of such a failure.

  1. Cancellation and suspension of account

8.1 We may:

(a) suspend your account;

(b) cancel your account; and/or

(c) edit your account details,

at any time in our sole discretion without notice or explanation.

8.2 You may cancel your account on our website by requesting a platform administrator to deactivate it. Please use the contact form on our website to make this request.

  1. Your content: licence

9.1 In these terms and conditions, "your content" means all works and materials (including without limitation text, graphics, images, audio material, video material, audio-visual material, scripts, software and files) that you submit to us or our website for storage or publication on, processing by, or transmission via, our website.

9.2 You grant to us an irrevocable, non-exclusive, royalty-free licence to use, reproduce, store, adapt, publish, and distribute your content in any existing or future media.

9.3 You grant to us the right to sub-license the rights licensed under Section 9.2.

9.4 You grant to us the right to bring an action for infringement of the rights licensed under Section 9.2.

9.5 You hereby waive all your moral rights in your content to the maximum extent permitted by applicable law; and you warrant and represent that all other moral rights in your content have been waived to the maximum extent permitted by applicable law.

9.6 You may edit your content to the extent permitted using the editing functionality made available on our website.

9.7 Without prejudice to our other rights under these terms and conditions, if you breach any provision of these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may delete, unpublish or edit any or all of your content.

  1. Your content: rules

10.1 You warrant and represent that your content will comply with these terms and conditions.

10.2 Your content must not be illegal or unlawful, must not infringe any person's legal rights, and must not be capable of giving rise to legal action against any person (in each case in any jurisdiction and under any applicable law).

10.3 Your content, and the use of your content by us in accordance with these terms and conditions, must not:

(a) be libellous or maliciously false;

(b) be obscene or indecent;

(c) infringe any copyright, moral right, database right, trade mark right, design right, right in passing off, or other intellectual property right;

(d) infringe any right of confidence, right of privacy or right under data protection legislation;

(e) constitute negligent advice or contain any negligent statement;

(f) constitute an incitement to commit a crime, instructions for the commission of a crime or the promotion of criminal activity;

(g) be in contempt of any court, or in breach of any court order;

(h) be in breach of racial or religious hatred or discrimination legislation;

(i) be blasphemous;

(j) be in breach of official secrets legislation;

(k) be in breach of any contractual obligation owed to any person;

(l) depict violence, in an explicit, graphic or gratuitous manner;

(m) be pornographic, lewd, suggestive or sexually explicit;

(n) be untrue, false, inaccurate or misleading;

(o) consist of or contain any instructions, advice or other information which may be acted upon and could, if acted upon, cause illness, injury or death, or any other loss or damage;

(p) constitute spam;

(q) be offensive, deceptive, fraudulent, threatening, abusive, harassing, anti-social, menacing, hateful, discriminatory or inflammatory; or

(r) cause annoyance, inconvenience or needless anxiety to any person.

  1. Report abuse

11.1 If you learn of any unlawful material or activity on our website, or any material or activity that breaches these terms and conditions, please let us know by emailing: [email protected].

  1. Limited warranties

12.1 We do not warrant or represent:

(a) the completeness or accuracy of the information published on our website;

(b) that the material on the website is up to date; or

(c) that the website or any service on the website will remain available.

12.2 We reserve the right to discontinue or alter any or all of our website services, and to stop publishing our website, at any time in our sole discretion without notice or explanation; and save to the extent expressly provided otherwise in these terms and conditions, you will not be entitled to any compensation or other payment upon the discontinuance or alteration of any website services, or if we stop publishing the website.

12.3 To the maximum extent permitted by applicable law and subject to Section 13.1, we exclude all representations and warranties relating to the subject matter of these terms and conditions, our website and the use of our website.

  1. Limitations and exclusions of liability

13.1 Nothing in these terms and conditions will:

(a) limit or exclude any liability for death or personal injury resulting from negligence;

(b) limit or exclude any liability for fraud or fraudulent misrepresentation;

(c) limit any liabilities in any way that is not permitted under applicable law; or

(d) exclude any liabilities that may not be excluded under applicable law.

13.2 The limitations and exclusions of liability set out in this Section 13 and elsewhere in these terms and conditions:

(a) are subject to Section 13.1; and

(b) govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these terms and conditions.

13.3 To the extent that our website and the information and services on our website are provided free of charge, we will not be liable for any loss or damage of any nature.

13.4 We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.

13.5 We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

13.6 We will not be liable to you in respect of any loss or corruption of any data, database or software.

13.7 We will not be liable to you in respect of any special, indirect or consequential loss or damage.

13.8 You accept that we have an interest in limiting the personal liability of our officers and employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our officers or employees in respect of any losses you suffer in connection with the website or these terms and conditions (this will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees).

  1. Breaches of these terms and conditions

14.1 Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may:

(a) send you one or more formal warnings;

(b) temporarily suspend your access to our website;

(c) permanently prohibit you from accessing our website;

(d) block computers using your IP address from accessing our website;

(e) contact any or all your internet service providers and request that they block your access to our website;

(f) commence legal action against you, whether for breach of contract or otherwise; and/or

(g) suspend or delete your account on our website.

14.2 Where we suspend or prohibit or block your access to our website or a part of our website, you must not take any action to circumvent such suspension or prohibition or blocking (including without limitation creating and/or using a different account).

  1. Third party websites

15.1 Our website includes hyperlinks to other websites owned and operated by third parties; such hyperlinks are not recommendations.

15.2 We have no control over third party websites and their contents, and subject to Section 13.1 we accept no responsibility for them or for any loss or damage that may arise from your use of them.

  1. Variation

16.1 We may revise these terms and conditions from time to time.

16.2 The revised terms and conditions shall apply to the use of our website from the date of their publication on the website, and you hereby waive any right you may otherwise have to be notified of, or to consent to, revisions of these terms and conditions.

  1. Assignment

17.1 You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions.

17.2 You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.

  1. Severability

18.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

18.2 If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

  1. Third party rights

19.1 A contract under these terms and conditions are for our benefit and your benefit, and are not intended to benefit or be enforceable by any third party.

19.2 The exercise of the parties' rights under these terms and conditions is not subject to the consent of any third party.

  1. Entire agreement

20.1 Subject to Section 13.1, these terms and conditions, together with our privacy and cookies policy, constitute the entire agreement between you and us in relation to your use of our website and supersede all previous agreements between you and us in relation to your use of our website.

  1. Law and jurisdiction

21.1 These terms and conditions shall be governed by and construed in accordance with English law.

21.2 Any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

  1. Our details

22.1 This website is owned and operated by ERIC, The Children’s Bowel & Bladder Charity.

22.2 We are registered as ERIC (Education & Resources for Improving Childhood Continence) with the Charity Commission in the United Kingdom. Our registered number is 1002424. We subscribe to the Fundraising Regulator's Fundraising Promise.

22.3 We are a Company Limited by Guarantee (no. 2580579) registered in England and Wales. Our registered office is at 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB (UK).

22.4 Our VAT number is 567 7948 68.

22.5 Our principal place of business is at the address provided in 22.3.

22.6 You can contact us by writing to the business address given above, by using our website contact form, by email: [email protected] or by telephone: 0117 960 3060.


Privacy and cookies policy

  1. 1. Introduction

1.1 We are committed to safeguarding the privacy of our website visitors and service users; in this policy we explain how we will handle your personal data.

1.2 We will ask you to consent to our use of cookies in accordance with the terms of this policy when you first visit our website.

1.3 This privacy and cookies policy was last updated on 19 April 2018.

2. Credit

2.1 This document was created using a template from SEQ Legal (http://www.seqlegal.com).

3. How we use your personal data

3.1 In this Section 3 we have set out:

(a) the general categories of personal data that we may process;

(b) the purposes for which we may process personal data; and

(c) the legal bases of the processing.

3.2 We may process data about your use of our website and services ("usage data"). The usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is our analytics tracking system. This usage data may be processed for the purposes of analysing the use of the website and services. The legal basis for this processing is our legitimate interests, namely monitoring and improving our website and services.

3.3 We may process your account data ("account data"). The account data may include your name and email address. The source of the account data is you. The account data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business.

3.4 We may process your information included in your personal profile on our website ("profile data"). The profile data may include your name, address, telephone number, email address, profile pictures, gender, date of birth, and social media ids. The profile data may be processed for the purposes of enabling and monitoring your use of our website and services. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business.

3.5 We may process your personal data that are provided in the course of the use of our services ("service data"). The source of the service data is you. The service data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business.

3.6 We may process information that you post for publication on our website or through our services ("publication data"). The publication data may be processed for the purposes of enabling such publication and administering our website and services. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business.

3.7 We may process information contained in any enquiry you submit to us regarding products and/or services ("enquiry data"). The enquiry data may be processed for the purposes of offering, marketing and selling relevant products and/or services to you. The legal basis for this processing is consent.

3.8 We may process information relating to transactions, including donations or purchases of goods and services, that you enter into with us and/or through our website ("transaction data"). The transaction data may include your contact details, your card details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely our interest in the proper administration of our website and business.

3.9 We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters ("notification data"). The notification data may be processed for the purposes of sending you the relevant notifications and/or newsletters. The legal basis for this processing is consent.

3.10 We may process information contained in or relating to any communication that you send to us ("correspondence data"). The correspondence data may include the communication content associated with the communication. The correspondence data may be processed for the purposes of communicating with you and record-keeping. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.

3.11 We may process any of your personal data identified in the other provisions of this policy where necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others.

3.12 In addition to the specific purposes for which we may process your personal data set out in this Section 3, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

4. Providing your personal data to others

4.1 We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining and maintaining insurance coverage, managing risks, obtaining professional advice and managing legal disputes.

4.2 We may disclose transaction and correspondence data to our suppliers or subcontractors insofar as reasonably necessary for the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.

4.3 Financial transactions relating to our website and services are handled by our payment services providers, Stripe and PayPal (for one-off payments) and GoCardless (for regular direct debit payments). We will share transaction data with our payment services providers only to the extent necessary for the purposes of processing your payments, refunding such payments and dealing with complaints and queries relating to such payments and refunds. You can find information about the payment services providers' privacy policies and practices at:

4.4 Your data may also be available to our website provider (Raising IT) to enable us and them to carry out analysis and research on demographics, interests and behaviour of our users and supporters to help us gain a better understanding of them to enable us to improve our services. This may include connecting data we receive from you on the website to data available from other sources. Your personally identifiable data will only be used where it is necessary for the analysis required, and where your interests for privacy are not deemed to outweigh their legitimate interests in developing new services for us. In the case of this activity the following will apply:

(a) Your data will be made available to our website provider.
(b) The data that may be available to them include any of the data we collect as described in section 3 above.
(c) Our website provider will not transfer your data to any other third party, or transfer your data outside of the EEA.
(d) They will store your data for a maximum of 7 years.
(e) This processing does not affect your rights under sections 10 or 16 of this privacy policy.

4.5 In addition to the specific disclosures of personal data set out in this Section 4, we may also disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

5. International transfers of your personal data

5.1 You acknowledge that personal data that you submit for publication through our website or services may be available, via the internet, around the world. We cannot prevent the use (or misuse) of such personal data by others.

6. Retaining and deleting personal data

6.1 This Section 6 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.

6.2 Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

6.3 We will retain and delete your personal data as follows: all data categories will be retained for 7 years, at the end of which period it will be deleted from our systems.

6.4 Notwithstanding the other provisions of this Section 6, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

7. Amendments

7.1 We may update this policy from time to time by publishing a new version on our website.

7.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

7.3 We may notify our website visitors of changes to this policy by posting an update in the news section of our website, or via our social media channels (Facebook and Twitter).

8. Your rights

8.1 You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to the supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address).

8.2 We may withhold personal information that you request to the extent permitted by law.

8.3 You may instruct us at any time not to process your personal information for marketing purposes.

8.4 In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.

9. Third party websites

9.1 Our website includes hyperlinks to, and details of, third party websites. This privacy policy only governs our website and we are not responsible for the privacy policies and practices that govern third party websites. If you use any link on our website we recommend you read the privacy policy of that website before sharing any personal or financial data.

9.2 We operate a number of social media pages (Facebook, Twitter, and YouTube) and run a community on the network HealthUnlocked. This policy does not cover how the providers of these websites will use your information. Please ensure you read the privacy policy of the social media website before sharing data and make use of the privacy settings and reporting mechanisms to control how your data is used.

10. Personal data of children

10.1 Our website and services are targeted at persons over the age of 18. Content in the ‘Kids’ section is aimed to help children aged 8-13 years. Content in the ‘Teens’ section is aimed to help young people aged 13-18 years. If you are under 18 you must ensure that you have parental consent to view our content. By using our website or agreeing to our terms and conditions, you warrant and represent to us that you are at least 18 years of age or that you have gained parental consent to do so.

10.2 Personal data is not requested to access any of our kids/teens content. However, if we have reason to believe that we hold personal data of a person under the age of 18 in our databases, we will delete that personal data.

11. Updating information

11.1 You can update your personal information in the ‘My Details’ section of our website. Or you can let us know if the personal information that we hold about you needs to be corrected or updated by contacting us directly – see section 16.

12. About cookies

12.1 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

13. Cookies that we use

13.1 Our service providers use cookies and those cookies may be stored on your computer when you visit our website. The names of the cookies that we use on our website, and the purposes for which they are used, are set out below:

(a) we use cc_cookie_accept to store whether the user has accepted the cookie message or not (expires after 365 days);

(b) we use ASP.NET_SessionId to authenticate a user's session after logging in. This closes when the user exits the browser (so expires at the end of the session);

(c) we use ARRAffinity to tell our infrastructure which server to handle the request (expires at the end of the session);

(d) we use MemberLoggedIn as a binary flag which stores whether a user is logged in or not (expires at the end of the session);

(e) we use ai_session and ai_user to track users as they navigate the website, predominantly for infrastructure performance insights (expires after 1 day);

(f) we use DisplayName to keep track of a donor’s preference to show their name during a direct debit payment (expires at the end of the session).

14. Analytics cookies

14.1 We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google's privacy policy is available at: https://www.google.com/policies/privacy/. The relevant cookies are:

(a) __utma – this stores the number of user visits, the time of their first visit, the previous visit, and the current visit. It does not contain any personal information and is used only for analytical purposes. It expires 2 years from the set-up date.

(b) __utmz - this performance cookie stores where a user came from eg search engine, search keyword, link. It expires 6 months from the set-up date.

(c) _ga and _gid – these are used to distinguish between websites users in Google Analytics. They expire after 2 years / 2 hours.

(d) _gat_UA-XXXXXXXX-X (where the Xs are the Google Analytics ID number) – used to moderate calls to the Google Analytics service. It expires after 1 minute.

(e) __unam – this is set as part of the ShareThis service and monitors "click-stream" activity, eg web pages viewed, navigation from page to page, time spent on each page etc. The ShareThis service only identifies a user if they have separately signed up for a ShareThis account and given their consent. The cookie checks how long the user stays on a site: when a visit starts and ends. It does not contain any personal information and is used only for analytical purposes. It expires after 14 months.

15. Managing cookies

15.1 Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:

(a) Chrome: https://support.google.com/chrome/answer/95647?hl=en;

(b) Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences;

(c) Opera: http://www.opera.com/help/tutorials/security/cookies;

(d) Internet Explorer: https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies;

(e) Safari: https://support.apple.com/kb/PH21411; and

(f) Edge: https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy.

15.2 Blocking all cookies will have a negative impact upon the usability of many websites.

15.3 Blocking cookies on our website will not affect functionality, but you will be unable to save your form details and site preferences.

16. Our details

16.1 This website is owned and operated by ERIC, The Children’s Bowel & Bladder Charity.

16.2 We are registered as ERIC (Education & Resources for Improving Childhood Continence) with the Charity Commission in the United Kingdom. Our registered number is 1002424. We subscribe to the Fundraising Regulator's Fundraising Promise.

16.3 We are a Company Limited by Guarantee (no. 2580579) registered in England and Wales. Our registered office is at 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB (UK).

16.4 Our VAT number is 567 7948 68.

16.5 Our principal place of business is at the address provided in 16.3.

16.4 You can contact us by writing to the business address given above, by using our website contact form, by email: [email protected] or by telephone: 0117 960 3060.

17. Complaints

17.1 If you have a complaint about us, or the treatment of your data, you can contact the Charity Commission. The Charity Commission is the independent watchdog for charities. You can make a complaint about a charity on their website at https://www.gov.uk/complain-about-charity.

17.2 If you have a complaint about our fundraising activities you can also complain to the Fundraising Regulator. To find out how to go about making a complaint, go to the Fundraising Regulator website: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/


Medical information disclaimer

  1. No advice

1.1 Our website contains general medical information.

1.2 The medical information is not advice and should not be treated as such.

  1. No warranties

2.1 The medical information on our website is provided without any representations or warranties, express or implied.

2.2 Without limiting the scope of Section 2.1, we do not warrant or represent that the medical information on this website:

(a) will be constantly available, or available at all; or

(b) is true, accurate, complete, current or non-misleading.

  1. Medical assistance

3.1 You must not rely on the information on our website as an alternative to medical advice from your doctor or other professional healthcare provider.

3.2 If you have any specific questions about any medical matter, you should consult your doctor or other professional healthcare provider.

3.3 If you think your child / the child you care for may be suffering from any medical condition, you should seek immediate medical attention.

3.4 You should never delay seeking medical advice, disregard medical advice or discontinue medical treatment because of information on our website.

  1. Interactive features

4.1 Our website includes interactive features that allow users to communicate with us.

4.2 You acknowledge that, because of the limited nature of communication through our website's interactive features, any assistance you may receive using any such features is likely to be incomplete and may even be misleading.

4.3 Any assistance you may receive using any of our website's interactive features does not constitute specific advice and accordingly should not be relied upon without further independent confirmation.

  1. Limits upon exclusions of liability

5.1 Nothing in this disclaimer will:

(a) limit or exclude any liability for death or personal injury resulting from negligence;

(b) limit or exclude any liability for fraud or fraudulent misrepresentation;

(c) limit any liabilities in any way that is not permitted under applicable law; or

(d) exclude any liabilities that may not be excluded under applicable law.


Terms and conditions of sale

  1. Introduction

1.1 These terms and conditions shall govern the sale and purchase of products through our website.

1.2 You will be asked to give your express agreement to these terms and conditions before you place an order on our website.

1.3 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

  1. Interpretation

2.1 In these terms and conditions:

(a) "we" means ERIC, The Children’s Bowel & Bladder Charity; and

(b) "you" means our customer or prospective customer, and "us", "our" and "your" should be construed accordingly.

  1. Order process

3.1 The advertising of products on our website constitutes an "invitation to treat" rather than a contractual offer.

3.2 No contract will come into force between you and us unless and until we accept your order in accordance with the procedure set out in this Section 3.

3.3 To enter into a contract through our website to purchase products from us, the following steps must be taken: you must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; if you are a new customer, you must then create an account with us and log in; if you are an existing customer, you must enter your login details; once you are logged in, you must select your preferred method of delivery and confirm your order and your consent to the terms of this document; you will be transferred to our payment service provider's website, and our payment service provider will handle your payment; we will then email you an automatic acknowledgement.

  1. Products

4.1 We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product.

  1. Prices

5.1 Our prices are quoted on our website.

5.2 We will from time to time change the prices quoted on our website, but this will not affect contracts that have previously come into force.

5.3 All amounts stated in these terms and conditions or on our website are stated inclusive of VAT.

5.4 It is possible that prices on the website may be incorrectly quoted; accordingly, we will verify prices as part of our sale procedures so that the correct price will be notified to you before the contract comes into force.

5.5 In addition to the price of the products, you will have to pay a delivery charge, which will be specified at the checkout before the contract of sale comes into force.

  1. Payments

6.1 You must, during the checkout process, pay the prices of the products you order.

6.2 Payments may be made by any of the permitted methods specified on our website.

6.3 If you make an unjustified credit card, debit card or other charge-back then you will be liable to pay us, within 7 days following the date of our written request:

(a) an amount equal to the amount of the charge-back;

(b) all third party expenses incurred by us in relation to the charge-back (including charges made by our or your bank or payment processor or card issuer);

(c) an administration fee of GBP 25.00 including VAT; and

(d) all our reasonable costs, losses and expenses incurred in recovering the amounts referred to in this Section 6.3 (including without limitation legal fees and debt collection fees), and for the avoidance of doubt, if you fail to recognise or fail to remember the source of an entry on your card statement or other financial statement, and make a charge-back as a result, this will constitute an unjustified charge-back for the purposes of this Section 6.3.

  1. Deliveries

7.1 Our policies and procedures relating to the delivery of products are set out in our delivery policy.

7.2 We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process.

7.3 We will use reasonable endeavours to deliver your products within 7-10 working days following the date of the order confirmation; however, we do not guarantee delivery by this date.

7.4 We do guarantee that unless there are exceptional circumstances all deliveries of products will be dispatched within 30 days following the receipt of payment and the date of the order confirmation.

  1. Distance contracts: cancellation right

8.1 This Section 8 applies if and only if you offer to contract with us, or contract with us, as a consumer - that is, as an individual acting wholly or mainly outside your trade, business, craft or profession.

8.2 You may withdraw an offer to enter into a contract with us through our website or cancel a contract entered into with us through our website (without giving any reason for your withdrawal or cancellation) at any time within the period:

(a) beginning upon the submission of your offer; and

(b) ending at the end of 14 days after the day on which the products come into your physical possession or the physical possession of a person identified by you to take possession of them (or, if the contract is for delivery of multiple products, lots or pieces of something, 14 days after the day on which the last of those products, lots or pieces comes into your physical possession or the physical possession of a period identified by you to take possession of them).

8.3 In order to withdraw an offer to contract or cancel a contract on the basis described in this Section 8, you must inform us of your decision to withdraw or cancel (as the case may be). You may inform us by means of any clear statement setting out the decision. In the case of cancellation, you may inform us using the cancellation form that we will make available to you. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired.

8.4 If you cancel a contract on the basis described in this Section 8, you must send the products back to us (to 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB (UK)) or hand them over to us or a person authorised by us to receive them. You must comply with your obligations referred to in this Section 8 without undue delay and in any event not later than 14 days after the day on which you inform us of your decision to cancel the contract. You must pay the direct cost of returning the products.

8.5 If you cancel an order in accordance with this Section 8, you will receive a full refund of the amount you paid to us in respect of the order excluding the costs of delivery to you.

8.6 If the value of the products returned by you is diminished by any amount as a result of the handling of those products by you beyond what is necessary to establish the nature, characteristics and functioning of the products, we may recover that amount from you up to the contract price. We may recover that amount by deducting it from any refund due to you or require you to pay that amount direct to us. Handling which goes beyond the sort of handling that might reasonably be allowed in a shop will be "beyond what is necessary to establish the nature, characteristics and functioning of the products" for these purposes.

8.7 We will refund money using the same method used to make the payment, unless you have expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund.

8.8 Unless we have offered to collect the products, we will process a refund due to you as a result of a cancellation on the basis described in this Section 8 within the period of 14 days after the day on which we receive the returned products or (if earlier) after the day on which you supply to us evidence of having sent the products back. If we have not sent the products to you at the time of withdrawal or cancellation or have offered to collect the products, we will process a refund due to you without undue delay and, in any case, within the period of 14 days after the day on which we are informed of the withdrawal or cancellation.

  1. Warranties and representations

9.1 You warrant and represent to us that:

(a) you are legally capable of entering into binding contracts;

(b) you have full authority, power and capacity to agree to these terms and conditions;

(c) all the information that you provide to us in connection with your order is true, accurate, complete and non-misleading; and

(d) you will be able to take delivery of the products in accordance with these terms and conditions and our delivery policy.

9.2 We warrant to you that:

(a) we have the right to sell the products that you buy;

(b) the products we sell to you are sold free from any charge or encumbrance, except as specified in these terms and conditions;

(c) you shall enjoy quiet possession of the products you buy, except as specified in these terms and conditions;

(d) the products you buy will correspond to any description published on our website; and

(e) the products you buy will be of satisfactory quality.

9.3 All of our warranties and representations relating to the supply of products are set out in these terms and conditions. To the maximum extent permitted by applicable law and subject to Section 10.1, all other warranties and representations are expressly excluded.

  1. Limitations and exclusions of liability

10.1 Nothing in these terms and conditions will:

(a) limit or exclude any liability for death or personal injury resulting from negligence;

(b) limit or exclude any liability for fraud or fraudulent misrepresentation;

(c) limit any liabilities in any way that is not permitted under applicable law; or

(d) exclude any liabilities that may not be excluded under applicable law, and, if you are a consumer, your statutory rights will not be excluded or limited by these terms and conditions, except to the extent permitted by law.

10.2 The limitations and exclusions of liability set out in this Section 10 and elsewhere in these terms and conditions:

(a) are subject to Section 10.1; and

(b) govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these terms and conditions.

10.3 We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.

10.4 We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

10.5 You accept that we have an interest in limiting the personal liability of our officers and employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our officers or employees in respect of any losses you suffer in connection with the website or these terms and conditions (this will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees).

  1. Order cancellation

11.1 We may cancel a contract under these terms and conditions immediately, by giving you written notice of termination, if:

(a) you fail to pay, on time and in full, any amount due to us under that contract; or

(b) you commit any material breach of that contract.

11.2 You may cancel a contract under these terms and conditions immediately, by giving us written notice of termination, if we commit any material breach of that contract.

11.3  We may cancel a contract under these terms and conditions by written notice to you if we are prevented from fulfilling that contract by any event beyond our reasonable control, including without limitation any unavailability of raw materials, components or products, or any power failure, industrial dispute affecting any third party, governmental regulations, fire, flood, disaster, riot, terrorist attack or war.

  1. Consequences of order cancellation

12.1 If a contract under these terms and conditions is cancelled in accordance with Section 11:

(a) we will cease to have any obligation to deliver products which are undelivered at the date of cancellation;

(b) you will continue to have an obligation where applicable to pay for products which have been delivered at the date of cancellation (without prejudice to any right we may have to recover the products); and

(c) all the other provisions of these terms and conditions will cease to have effect, except that Sections 1.3, 6.4, 10, 15, 16, 17, 18, 19 and 20 will survive termination and continue in effect indefinitely.

  1. Scope

13.1 These terms and conditions shall not constitute or effect any assignment or licence of any intellectual property rights.

13.2 These terms and conditions shall not govern the licensing of works (including software and literary works) comprised or stored in products.

13.3 These terms and conditions shall not govern the provision of any services by us or any third party in relation to the products (other than delivery services).

  1. Variation

14.1 We may revise these terms and conditions from time to time by publishing a new version on our website.

14.2 A revision of these terms and conditions will apply to contracts entered into at any time following the time of the revision, but will not affect contracts made before the time of the revision.

  1. Assignment

15.1 You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions - providing, if you are a consumer, that such action does not serve to reduce the guarantees benefiting you under these terms and conditions.

15.2 You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.

  1. No waivers

16.1 No breach of any provision of a contract under these terms and conditions will be waived except with the express written consent of the party not in breach.

16.2 No waiver of any breach of any provision of a contract under these terms and conditions shall be construed as a further or continuing waiver of any breach of that provision or any other provision of that contract.

  1. Severability

17.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

17.2 If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

  1. Third party rights

18.1 A contract under these terms and conditions is for our benefit and your benefit, and is not intended to benefit or be enforceable by any third party.

18.2 The exercise of the parties' rights under a contract under these terms and conditions is not subject to the consent of any third party.

  1. Entire agreement

19.1 Subject to Section 10.1, these terms and conditions, together with our delivery policy and our returns policy, shall constitute the entire agreement between you and us in relation to the sale and purchase of our products and shall supersede all previous agreements between you and us in relation to the sale and purchase of our products.

  1. Law and jurisdiction

20.1 These terms and conditions shall be governed by and construed in accordance with English law.

20.2 Any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

  1. Statutory and regulatory disclosures

21.1 We will not file a copy of these terms and conditions specifically in relation to each user or customer and, if we update these terms and conditions, the version to which you originally agreed will no longer be available on our website. We recommend that you consider saving a copy of these terms and conditions for future reference.

21.2 These terms and conditions are available in the English language only.

  1. Our details

22.1 This website is owned and operated by ERIC, The Children’s Bowel & Bladder Charity.

22.2 We are registered as ERIC (Education & Resources for Improving Childhood Continence) with the Charity Commission in the United Kingdom. Our registered number is 1002424. We subscribe to the Fundraising Regulator's Fundraising Promise.

22.3 We are a Company Limited by Guarantee (no. 2580579) registered in England and Wales. Our registered office is at 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB (UK).

22.4 Our VAT number is 567 7948 68.

22.5 Our principal place of business is at the address provided in 22.3.

22.6 You can contact us by writing to the address given above, by using our website contact form, by email: [email protected] or by telephone: 0117 301 2100.


Delivery policy

  1. Introduction

1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.

1.2 This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.

  1. Geographical limitations

2.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

2.2 We may from time to time agree to deliver products to other countries and territories.

  1. Delivery methods and periods

3.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a) if your delivery address is on the United Kingdom mainland, you will be able to select “standard delivery”, and the typical period for delivery of products by this method is 3 working days once dispatched; and

(b) If your delivery address is outside the UK mainland, you will have to contact us directly for a quote for postage.

3.2 We will make every effort to ensure that you receive your delivery in good time, but we do not guarantee delivery before the end of the stated period in (a) above.

  1. Delivery charges

4.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

4.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.

  1. Delivery tracking

5.1 Online delivery tracking in respect of all orders for our products is not available.

  1. Delivery problems

6.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website.

6.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.

  1. Our details

7.1 This website is owned and operated by ERIC, The Children’s Bowel & Bladder Charity.

7.2 We are registered as ERIC (Education & Resources for Improving Childhood Continence) with the Charity Commission in the United Kingdom. Our registered number is 1002424. We subscribe to the Fundraising Regulator's Fundraising Promise.

7.3 We are a Company Limited by Guarantee (no. 2580579) registered in England and Wales. Our registered office is at 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB (UK).

7.4 Our VAT number is 567 7948 68.

7.5 Our principal place of business is at the address provided in 7.3.

7.6 You can contact us by writing to the address given above, by using our website contact form, by email: [email protected] or by telephone: 0117 301 2100.


Returns policy

  1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website, by telephone or email.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

  1. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) we receive the returned product within 30 days following the date of dispatch of the product to you;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new; and

(c) you comply with the procedure set out in this policy in relation to the return of the product.

  1. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us, quoting your customer reference number, to tell us you are cancelling your order and return the goods to us as unused and in the original packaging within 30 days at your own expense.

3.2 Products returned under this policy must be sent by agreed method to the Sales Department, ERIC, The Children’s Bowel & Bladder Charity, 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB.

3.3 You will be responsible for paying postage costs associated with returns under this policy.

  1. Refunds

4.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

4.2 We will not refund to you the original delivery charges relating to the returned product.

4.3 We will not refund to you any costs you incur in returning the product to us.

4.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

4.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

  1. Improper returns

5.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

  1. Our details

6.1 This website is owned and operated by ERIC, The Children’s Bowel & Bladder Charity.

6.2 We are registered as ERIC (Education & Resources for Improving Childhood Continence) with the Charity Commission in the United Kingdom. Our registered number is 1002424. We subscribe to the Fundraising Regulator's Fundraising Promise.

6.3 We are a Company Limited by Guarantee (no. 2580579) registered in England and Wales. Our registered office is at 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB (UK).

6.4 Our VAT number is 567 7948 68.

6.5 Our principal place of business is at the address provided in 22.3.

6.6 You can contact us by writing to the address given above, by using our website contact form, by email: [email protected] or by telephone: 0117 301 2100.