STILLWELL

Membership Terms and Cancellation Policy

Personal Care Founding Membership | Consumer terms

Provider	Stillwell Wellness Ltd, trading as Stillwell®
Company number	16965118
Registered office	Hillview, Tan Y Bryn, Hen Lon, Dinbych, United Kingdom, LL16 5BE
Customer contact	info@stillwellclub.com
Effective date	29 July 2026
IMPORTANT SERVICE BOUNDARY Stillwell Personal Care provides proactive, non-clinical wellbeing check-ins. It is not counselling, psychotherapy, medical care, diagnosis, treatment, crisis intervention or an emergency service. It is not continuously monitored and should never be used instead of urgent, emergency, NHS or specialist support.

 

Please read these Terms before joining. By purchasing or using a Membership, you agree to them. We will provide a copy in a form you can save, normally by email. Your statutory consumer rights are not affected.

1. About these Terms

1.1 These Terms govern the Stillwell Personal Care membership supplied by Stillwell Wellness Ltd, company number 16965118, trading as Stillwell® (“Stillwell”, “we”, “us” or “our”), to an individual consumer (“Member”, “you” or “your”). Stillwell® is a registered trademark used by Stillwell Wellness Ltd.

1.2 The contract includes these Terms, the Cancellation Policy below, the service description shown at checkout, our Privacy Notice and any written information we confirm as forming part of your Membership.

1.3 If there is a conflict, any mandatory consumer right takes priority, followed by the specific service information confirmed at checkout, these Terms and then general promotional material.

2. Eligibility and joining

2.1 Membership is currently available only to people aged 18 or over. You must provide accurate contact and payment information and promptly tell us if it changes.

2.2 Your order is an offer to purchase Membership. A contract is formed when we accept the order and send confirmation by email or another durable format.

2.3 Membership is personal and may not be transferred, shared or resold. A person buying for someone else must make that clear and obtain the intended Member’s agreement to the onboarding, privacy and consent process.

2.4 We may decline an application where the service is unavailable, the applicant is under 18, payment cannot be authorised, or we reasonably believe the service cannot safely or appropriately meet the person’s needs.

3. What the Founding Membership includes

3.1 The current Founding Membership price is £29.99 per month and includes one scheduled wellbeing check-in of approximately 15 minutes in each monthly billing period.

3.2 The Membership also includes contact from a named Stillwell wellbeing practitioner, a short wellbeing pulse assessment, a supportive discussion, help identifying manageable next steps, and relevant resources or signposting where appropriate.

3.3 Check-ins will normally be delivered by telephone or secure video call at an agreed time. The named practitioner may change because of sickness, leave, capacity, safeguarding, conflicts or operational needs. Where reasonably possible, we will tell you in advance.

3.4 Resources, signposting and suggested actions are general wellbeing support. They are not a clinical assessment, personalised medical advice or a guarantee that a particular outcome will be achieved.

3.5 Stillwell may operate an initial founding-member or pilot cohort so that the service can be tested and improved. Participation in feedback is voluntary unless a specific feedback commitment was clearly agreed before purchase.

4. Service boundaries and emergencies

4.1 Stillwell does not provide counselling, psychotherapy, psychiatric care, medical assessment, diagnosis, treatment, prescribing, crisis intervention, emergency response or a suicide-prevention service.

4.2 The service is not available 24 hours a day. Email, voicemail, forms and messages are not continuously monitored. Do not use them to report an emergency, immediate danger or an urgent deterioration in health.

4.3 If you believe that you or another person is in immediate danger or needs urgent help, contact the appropriate emergency, NHS, crisis or specialist service immediately. Do not wait for a Stillwell appointment or reply.

4.4 A monthly check-in cannot guarantee that a change in health, risk or circumstances will be detected. You remain responsible for seeking appropriate professional or emergency help when needed.

4.5 A practitioner may pause or end a conversation and recommend another service where the issue falls outside Stillwell’s scope or continuing would be unsafe or inappropriate.

5. Appointments, rescheduling and missed check-ins

5.1 You are responsible for booking or confirming your check-in using the process we provide and for being available at the agreed time with a working telephone or internet connection.

5.2 Please give at least 24 hours’ notice if you need to reschedule. We will make reasonable efforts to offer another appointment within the same billing period, subject to availability.

5.3 If you miss an appointment or give less than 24 hours’ notice, that month’s check-in may be treated as used. We may offer one replacement at our discretion where circumstances reasonably justify it.

5.4 Unused check-ins do not normally roll over, accumulate or have a cash value.

5.5 If Stillwell cancels an appointment, we will offer a replacement within a reasonable time. If we cannot do so within the relevant billing period, we will offer an appropriate credit, extension or proportionate refund.

6. Member responsibilities and acceptable behaviour

6.1 You agree to communicate honestly, provide information reasonably needed to deliver the service, treat practitioners respectfully and use the service only for lawful personal purposes.

6.2 You should take calls in a reasonably private and safe setting. Do not participate while driving or operating machinery.

6.3 You must not threaten, harass, discriminate against, abuse or exploit a practitioner; misuse contact details; attempt unauthorised access to systems; or record, reproduce or publish a check-in without prior written agreement.

6.4 You remain responsible for decisions and actions you take following a check-in, except where the law provides otherwise. Tell the practitioner if you do not understand something or believe a suggested resource is unsuitable.

7. Confidentiality, safeguarding and records

7.1 We will normally keep the content of check-ins confidential and limit access to people who need the information to operate, supervise, safeguard, quality-assure or legally administer the service.

7.2 Confidentiality is not absolute. We may use or share relevant information where reasonably necessary to respond to a serious or immediate risk of harm, a safeguarding concern, suspected serious crime, a legal or regulatory obligation, a court order, or a claim or complaint. Where it is safe and appropriate, we will discuss this with you first.

7.3 We process personal information in accordance with our Privacy Notice. It explains what we collect, our lawful bases and special-category condition where applicable, retention, security, processors and your information rights.

7.4 We keep proportionate service records, which may include contact details, consent, appointment history, brief check-in notes, actions, signposting and safeguarding records. We do not routinely record the audio or video of check-ins.

8. Price, payment and renewal

8.1 The Founding Membership costs £29.99 per month, including any VAT properly chargeable unless we state otherwise before purchase. Payment is collected monthly in advance using the payment method selected at checkout.

8.2 The Membership renews automatically each month until cancelled. The renewal date will normally be the same calendar date as the original purchase date, adjusted where a month does not contain that date.

8.3 The founding price will be protected for the first 12 months while the same Membership remains continuously active. If it is cancelled and later restarted, the price then available will apply.

8.4 If payment fails, we may retry it and contact you. We may suspend delivery while payment remains outstanding. We will not charge an undisclosed late fee.

8.5 After any applicable price-protection period, we may change the price by giving at least 30 days’ notice. You may cancel before the new price takes effect. Continuing after it takes effect constitutes acceptance.

9. Your statutory 14-day right to cancel

9.1 If you purchase online, by telephone or otherwise at a distance, you normally have 14 days to cancel without giving a reason. The cancellation period ends 14 days after the day the contract is entered into.

9.2 To exercise this right, send a clear statement that you wish to cancel to the email or postal address shown at the beginning of these Terms. You may use the model form in Appendix 1, but you do not have to.

9.3 We will reimburse payments due under the statutory cancellation right without undue delay and no later than 14 days after we are informed of your decision. We will normally use the original payment method and will not charge a reimbursement fee.

9.4 We will not begin the service during the 14-day period unless you expressly request this. If you do, and then cancel within the period, you may have to pay a proportionate amount for services supplied up to cancellation.

9.5 If the service is fully performed during the 14-day period, your statutory right to cancel may end only where performance began after your express request and you acknowledged that the right would be lost once the service was fully performed. Nothing here removes rights that cannot lawfully be excluded.

10. Cancelling after the cooling-off period

10.1 You may cancel the rolling Membership at any time through the account cancellation facility, if available, or by sending a clear cancellation request to the published membership email address.

10.2 Cancel before the next renewal payment is taken to prevent another monthly charge. Cancellation takes effect at the end of the period already paid for, and you may continue using the Membership until then.

10.3 Monthly fees already paid are not normally refunded merely because you cancel part-way through a billing period or do not use a check-in. This does not affect the statutory cooling-off right, remedies for a service not provided with reasonable care and skill, or any refund expressly due under these Terms.

10.4 We will confirm cancellation in a durable format. You should retain that confirmation and tell us promptly if a payment is taken after the confirmed cancellation date.

11. Suspension or termination by Stillwell

11.1 We may suspend or end Membership immediately where reasonably necessary because of non-payment, fraud, serious or repeated misuse, abusive behaviour, a material breach, risk to a person, legal requirements, or because the service is clearly unsuitable for the Member’s needs.

11.2 Where appropriate, we will explain the decision and give a reasonable opportunity to address a remediable problem. This may not be possible where doing so would create risk, breach confidentiality or undermine a legal duty.

11.3 We may also end or materially reduce the service for operational reasons by giving reasonable notice. If we end Membership for reasons unrelated to your breach, we will refund the unused proportion of any advance payment.

11.4 Ending Membership does not prevent us from retaining records where required for safeguarding, legal, regulatory, insurance, complaints or legitimate record-keeping purposes, as explained in our Privacy Notice.

12. Service quality and your consumer rights

12.1 We will provide the service with reasonable care and skill and in substantial accordance with the information forming part of the contract.

12.2 If you believe the service has not been provided with reasonable care and skill, contact us promptly. Where the law requires, we may repeat performance within a reasonable time and without significant inconvenience or provide an appropriate price reduction or refund.

12.3 Nothing in these Terms limits rights or remedies that cannot legally be limited under consumer law.

13. Availability, technology and events outside our control

13.1 We do not guarantee uninterrupted access to booking, video, email or other technology. Planned maintenance, provider outages, internet failures or security incidents may affect availability.

13.2 We are not responsible for delay or failure caused by events outside our reasonable control, but we will take reasonable steps to minimise disruption and rearrange affected services.

13.3 Where disruption materially prevents delivery, the remedies in clause 5.5 will apply.

14. Responsibility for loss

14.1 We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill. Loss is foreseeable if it was obvious or both parties knew it might happen.

14.2 We supply Membership for private and personal use. We are not responsible for business losses such as lost profits, revenue, contracts, opportunities or business interruption.

14.3 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or anything else that cannot lawfully be excluded.

14.4 Stillwell does not accept responsibility for the acts or omissions of independent third-party services to which a Member is signposted, although we will use reasonable care when maintaining signposting information.

15. Changes to the service or these Terms

15.1 We may make minor changes for security, legal, regulatory, accessibility, technical or operational reasons where they do not materially disadvantage you.

15.2 For a material change, we will give at least 30 days’ notice where reasonably possible and explain the change and when it takes effect. You may cancel before it takes effect.

15.3 The version accepted when you joined, together with any validly notified changes, governs your Membership. We will keep the current version available and provide it in a durable format on request.

16. Complaints

16.1 Please send complaints to info@stillwellclub.com with your name, contact details, a description of the issue and the outcome sought.

16.2 We will acknowledge the complaint promptly, investigate fairly and aim to provide a substantive response within 20 working days. If more time is reasonably needed, we will explain why and provide an updated timescale.

16.3 This complaints process does not restrict your consumer rights or right to seek independent advice, use any applicable alternative dispute resolution process, or bring court proceedings.

17. General legal terms

17.1 If a court finds part of these Terms unlawful or unenforceable, the remaining parts will continue.

17.2 If we delay enforcing a right, we may still enforce it later. A waiver applies only if confirmed in writing.

17.3 We may transfer our rights and obligations to another organisation if this does not reduce your consumer protections. We will notify you of a material transfer. You may not transfer the contract without our written agreement.

17.4 No person other than you and Stillwell has a right to enforce this contract, except where legislation provides otherwise.

17.5 These Terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protections of the country in which you live. Proceedings may be brought in the courts with jurisdiction where you live or, where permitted, the courts of England and Wales.

CANCELLATION POLICY

This section summarises how to cancel. It forms part of the Membership Terms above.

A. During the first 14 days

You may normally cancel a distance contract within 14 days after the day it was entered into, without giving a reason.

Send a clear cancellation statement to info@stillwellclub.com or the registered postal address. You may use Appendix 1.

If you expressly requested an early start, a proportionate charge may be deducted for services already supplied. If the service was fully performed after the required express request and acknowledgement, the statutory cancellation right may have ended.

Any refund due will normally be made to the original payment method within 14 days after Stillwell receives the cancellation notice.

B. After the first 14 days

The Membership is monthly and has no minimum term. Cancel through your account, if available, or by emailing the published cancellation address.

Cancel before the next billing date to prevent renewal. Access continues to the end of the period already paid for.

There is normally no partial refund for an unused part of a monthly period or a missed check-in, unless the law or these Terms requires one.

C. What to include

·     Your full name

·     The email address or telephone number linked to the Membership

·     A clear statement that you wish to cancel

·     The date of the request

·     Your membership or payment reference, if available

CANCELLATION IS EFFECTIVE WHEN RECEIVED Stillwell will acknowledge the request in a durable format. Keep the confirmation. If a renewal is taken after the confirmed cancellation date, contact Stillwell promptly so it can be investigated and any amount due can be returned.