Terms
Terms, refunds and cancellation
Written to be read, not to hide things. What you are buying, what we are not, how refunds work, and how to cancel EBSA Track in a couple of clicks.
Jump to refunds and cancellation
Who we are
EBSA: START HERE is a digital product provided by Simplified Support, part of the Simplified Support family of services. These terms apply whenever you use this website or buy anything on it. Please read them before you pay.
If anything here is unclear, contact us before purchasing and we will explain it in plain language.
What you are buying
The free EBSA Snapshot is available without payment. The Full EBSA Map is a one-off payment of £39 which includes your full map, your school and professional summaries, your evidence pack tools, and 30 days of tracking.
Ongoing EBSA Track is a separate, optional monthly subscription of £12.99/month which you can start after your included 30 days. Buying the Full EBSA Map does not start a subscription, and we will never add one for you.
What this is not
EBSA: START HERE does not diagnose and is not a clinical, educational or legal assessment. It helps you organise what you are seeing, identify possible barriers and plan next steps, and it always shows the evidence and confidence behind what it suggests.
It is not a substitute for advice from your GP, your child's school, CAMHS, a specialist clinician or a solicitor. If your child is at immediate risk of harm, contact emergency services or your local urgent mental health service.
Refunds and cancellation
This is digital content, delivered to you immediately. Under UK consumer law you normally have 14 days to change your mind about digital content, but that right ends once you agree to immediate access and the content has been delivered. When you buy the Full EBSA Map you are asking for immediate access, so your 14-day cancellation right ends at that point.
Because we know families are often buying at the hardest moment, we go further than the law requires: if you have not yet generated or opened your Full EBSA Map, ask us within 14 days of purchase and we will refund you in full. If you have opened your map and it is genuinely not what was described, tell us within 14 days and we will look at it fairly and refund where that is right.
Ongoing EBSA Track can be cancelled at any time from your account, with no notice period, no cancellation fee and no phone call needed. Go to your dashboard, open account and billing, and choose cancel EBSA Track — or email us and we will cancel it for you. You keep access until the end of the month you have already paid for; we do not take a further payment after you cancel and we do not give part-month refunds for a month already started.
Cancelling EBSA Track never deletes your Full EBSA Map. Your map and your saved information stay in your account; ongoing weekly tracking and new progress reporting simply pause until you restart.
If a payment fails or you are charged in error, contact us and we will put it right. Refunds are made to the original payment method and usually reach you within 5 to 10 working days.
Your account
You need an account so your map is there when you come back. Keep your sign-in details private, use the service only for your own family or a child you care for, and tell us if you think someone else has access to your account. Co-carer access is only ever granted by you.
You must be 18 or over to buy or hold an account.
Your information
Your information belongs to you. We never sell it, never share it with a school or local authority without you choosing to, and never send child or EBSA information to analytics or advertising systems. Full detail is in our privacy page, which forms part of these terms.
Access codes and promotional codes
Promotional codes reduce the price at checkout. Access codes grant free access without payment. Both are for the person or organisation they were issued to, have no cash value, cannot be resold, and can be withdrawn if they are shared or used in a way they were not intended for.
Availability and changes
We aim to keep the service available at all times but occasionally need to carry out maintenance or make improvements. We may update the content, questions, intervention library and these terms. If we change these terms in a way that affects what you have already bought, we will tell you.
We may suspend or close an account that is used abusively, fraudulently or in a way that risks another family's information.
Our responsibility to you
We take care to make this service accurate, useful and honest about its limits. Because decisions about a child's education and health always rest with you and the professionals involved, we are not responsible for the outcome of decisions you or others make, or for the actions of a school, local authority or health service.
Nothing in these terms limits your legal rights as a consumer, or our liability for death, personal injury or fraud caused by us.
Law and complaints
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If something has gone wrong, contact us first — we would much rather fix it directly and quickly.