SEN Hub Terms of Use

1. About these terms

These terms are the agreement between you and Good Change People Ltd whenever you use SEN Hub at www.senhub.uk, including the home screen app. By creating an account you accept them and our community guidelines. Our privacy notice explains how we use your information.

SEN Hub is a trading name of Good Change People Ltd, a company registered in England and Wales under company number 15277753. Our registered office is 67 Elm Road, Leigh-on-Sea, Southend-on-Sea, Essex, SS9 1SP. You can contact us at info@senhub.uk.

Sections 10 to 12 are extra terms for providers. Please read sections 4 (community rules) and 15 (our responsibility to you) carefully, because they affect your rights.

2. Who can use SEN Hub

You must be 18 or over to use SEN Hub. There are two kinds of account:

• Parent and carer accounts are free and for personal use. They're for parents, carers, guardians and family members supporting a child or young person with special educational needs or disabilities (SEND), with or without a diagnosis.

• Provider accounts are for businesses, charities and practitioners offering services or products to SEND families. You use a provider account for business purposes, not as a consumer.

Each account is for one person or one organisation. We may refuse or close an account if we reasonably believe it doesn't meet these terms.

3. Your account

• Give accurate information and keep it up to date. You can use a first name or nickname, but you mustn't pretend to be someone else.

• Keep your password safe and never share your account. Tell us straight away at info@senhub.uk if you think someone else has used it.

• You're responsible for what happens on your account, unless someone used it without your permission and you weren't careless.

• In Settings you choose whether you appear in the members list and whether other parents can message you.

4. Community rules

SEN Hub only works if it's safe and kind. Whenever you post, reply, message or list a service, you must follow these rules and our community guidelines.

Protect children's privacy. Don't post photos or videos of children. Don't share a child's full name, school, address or anything else that could identify them, including your own child. Never share information about someone else's child.

Never post, send or link to:

• anything illegal in the UK, including child sexual abuse material, terrorist content, threats, harassment, stalking, hate crime, fraud, or content encouraging suicide or serious self harm

• bullying, abusive, discriminatory or sexually explicit content

• someone else's personal information without their permission

• spam, scams, advertising, fundraising or requests for money (providers may only promote their services in their listing)

• false or misleading health claims, or advice that could put someone at risk, such as stopping prescribed medication

• material that breaks someone else's copyright or other rights

• viruses or anything designed to harm SEN Hub or its members

Don't misuse SEN Hub. Don't impersonate anyone, including our staff or a professional. Don't copy members' information, contact members to sell to them, use automated tools to access SEN Hub, or try to get round a block, a suspension or our security.

If you see something that breaks these rules, please report it (section 8).

5. Your content

You own what you post. You give us a non exclusive, royalty free licence to host, store, copy, show and adapt it (for example, resizing a photo) so we can run SEN Hub. The licence ends when you delete the content or your account, apart from backup copies kept for a short time (see our privacy notice) and messages you've already sent, which stay with the person you sent them to.

You're responsible for what you post and must have the right to share it. Group posts are seen by other parents and carers on SEN Hub, not by the public or providers, so only share what you're comfortable with them seeing.

We don't check content before it appears, but we can remove or restrict anything that breaks these terms or the law.

6. Private messages

• Messages are private between you and the person you're talking to. We don't read them as a matter of routine.

• Our moderators can see a message only if someone reports it, or if we must investigate a serious safeguarding concern or respond to a legal request.

• Providers can't start conversations with families. They can only reply after a family contacts them.

• You can block anyone at any time. Neither of you can then message the other.

• We will never ask for your password or bank details in a message. Don't share them with anyone.

7. Not professional advice

SEN Hub is peer support. Posts, replies, messages and listings come from other parents, carers and providers, not from us, and they aren't medical, legal, financial or educational advice. Check with a qualified professional, such as your GP, your child's SENCO or a solicitor, before acting on anything you read.

For free, impartial advice about SEND, EHCPs and appeals, contact your local SENDIASS (SEND Information, Advice and Support Service) or IPSEA. In an emergency, call 999.

8. Reporting, moderation and complaints

We protect members from illegal and harmful content with reporting tools, human moderation, blocking, parent only groups and limits on what providers can do. These steps are part of our duties under the Online Safety Act 2023 (Ofcom guidance).

Reporting. Use Report on any post, reply, message, profile or listing, or email info@senhub.uk. Reports are confidential, so we never tell anyone who reported them.

What we do. We review reports within 2 working days, dealing with safeguarding concerns and illegal content first. When we become aware of illegal content, we remove it as quickly as we can. Depending on what's happened, we may remove content, restrict features, suspend or close accounts, hide a listing, or report the matter to the police or another authority. People make these decisions, not automated systems.

Telling you. If we remove your content or restrict your account, we'll tell you why and how to appeal, unless the law or someone's safety means we can't.

Complaints and appeals. Email info@senhub.uk if you think we got a decision wrong, didn't act on your report, or aren't meeting our online safety duties. We'll acknowledge your complaint within 2 working days and give you our decision within 14 days. Where we can, someone who wasn't involved in the original decision reviews an appeal, and we reverse decisions we got wrong.

You can also raise concerns about online services with Ofcom, although Ofcom doesn't resolve individual complaints.

9. Safeguarding

If we believe a child or an adult is at risk of harm, we may share relevant information with the police, local authority children's or adult social care services, or other appropriate bodies. We may do this without telling you first if telling you could put someone at risk.

SEN Hub isn't an emergency service and we don't monitor it around the clock. If a child is in immediate danger, call 999. If you're worried about a child, call the NSPCC helpline on 0808 800 5000. Children and young people can call Childline on 0800 1111.

Our safeguarding lead is Lucy Paton-Brown. You can contact Lucy at info@senhub.uk.

10. Provider listings

Sections 10 to 12 apply to provider accounts. Your listing must be accurate, honest and up to date.

• Qualifications and checks. You must hold every qualification, professional registration (for example with the HCPC), insurance and background check your work requires, including an enhanced DBS check where you work with children. Show us evidence if we ask.

• Advertising rules. Your listing must follow the CAP Code and UK consumer protection law. That means no misleading claims, no claims to cure or treat conditions without evidence, and no fake reviews or testimonials.

• No unsolicited contact. Don't contact families who haven't contacted you, and don't use SEN Hub to collect people's details for marketing.

• Families' information. When a family contacts you, you become responsible under UK data protection law for the personal information they share. Use it only to reply to them and provide your services, and keep it secure.

• Member offers. If you show an offer for SEN Hub members, honour it as described.

• Your brand. You let us show your business name, logo and listing in the directory and when promoting SEN Hub, and you confirm you have the right to use them.

We may tidy the formatting of your listing, or hide or remove it if it breaks these terms.

11. Provider fees, billing and cancellation

• Fee. A listing costs £25 a month, as shown when you subscribe. No VAT is charged.

• Payment. Stripe takes payment monthly in advance. Your subscription renews automatically each month until you cancel.

• Free trial. If we offer one, you won't be charged until it ends, and you can cancel before then to pay nothing.

• Cancelling. Cancel at any time from your dashboard using Manage billing. Your listing stays live until the end of the period you've paid for, then it's hidden.

• Refunds. We don't refund part months. If we close your listing when you haven't broken these terms, we'll refund any fees for time you've paid for but not had.

• Failed payments. If a payment fails, Stripe tries again. If it still can't be taken, your listing is hidden until it's paid.

• Price changes. We'll email you at least 30 days before a price increase takes effect, so you can cancel first if you prefer.

Provider subscriptions are business purchases, so the consumer cancellation rights in the Consumer Contracts Regulations 2013 don't apply. Stripe emails you a receipt for every payment.

12. Our role between families and providers

SEN Hub is a community and a directory. We aren't part of any agreement between a family and a provider, and we don't provide, supervise or guarantee providers' services.

A Verified by SEN Hub badge means that when we added it, we checked the provider's identity and that any professional registration they list (such as with the HCPC) was current. It isn't a recommendation, and checks can go out of date.

Families should make their own checks before booking, such as professional registers, insurance, DBS checks and references. Please tell us if a provider breaks these terms.

13. Suspending or closing accounts

You can delete your account at any time in Settings, Account. This permanently deletes your profile, posts, replies and photos, and cancels any provider subscription. Messages you've sent stay with the people you sent them to, without your name.

We may suspend or close an account, or hide a listing, if you break these terms or the law, to protect members, or if the law requires it. A suspended account can read SEN Hub but can't post, reply or send messages. Where we can, we'll tell you why and how to appeal (section 8).

If we ever close SEN Hub, we'll give you at least 30 days' notice and refund providers for any time they've paid for after it closes.

14. Changes to SEN Hub and these terms

We're always improving SEN Hub, so features may change. We'll try to tell you about significant changes in advance.

We may update these terms to reflect changes in the law, in how SEN Hub works, or for safety. We'll give you at least 30 days' notice of changes that significantly affect you, by email or on SEN Hub. If you don't agree, you can delete your account before they take effect.

We aim to keep SEN Hub running smoothly, but we can't promise it will always be available or free of errors, for example during maintenance.

15. Our responsibility to you

For everyone. We don't exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law doesn't allow us to exclude or limit.

Parents and carers. We provide SEN Hub with reasonable care and skill. Nothing in these terms affects your legal rights as a consumer, and Citizens Advice can tell you more about them. We're not responsible for content posted by other members or providers, for providers' services, for losses we couldn't reasonably have foreseen, or for events outside our reasonable control. SEN Hub is for personal use, so we're not responsible for business losses.

Providers. As far as the law allows, our total liability to you in any 12 months is limited to the fees you paid us in that period. We're not liable for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss. You'll compensate us for claims, costs and losses caused by your listing, your services or your breach of these terms.

16. Other legal terms

• Law and courts. These terms are governed by the law of England and Wales. If you're a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and your local consumer laws still protect you.

• Transfers. We may transfer our rights and obligations under these terms to another organisation, for example if SEN Hub is sold. We'll tell you, and your rights won't be reduced. You can't transfer your account.

• Third parties. Nobody else has rights under these terms, including under the Contracts (Rights of Third Parties) Act 1999.

• If part is invalid. If a court decides part of these terms can't be enforced, the rest still applies.

• Delays. If we don't enforce something straight away, we can still enforce it later.

• Whole agreement. For providers, these terms and the documents they mention are the whole agreement between us.

• How we contact you. We'll contact you by email or through notifications on SEN Hub.

Last updated: 2 November 2026.