Terms and Conditions
Last Updated: 3 July 2026
 

Terms and Conditions
1. Introduction
Welcome to SEND Parents in Power.
These Terms and Conditions govern the use of our website and the advocacy services we provide. They explain what you can expect from us, what we ask of our clients, and the terms that apply when you purchase or use any of our services.
By accessing our website, contacting us, requesting support or purchasing a service from SEND Parents in Power, you agree to these Terms and Conditions. If you do not agree with these Terms, you should not use our services.
These Terms are intended to ensure clarity, fairness and transparency for both SEND Parents in Power and the families we support.
 
2. About SEND Parents in Power
SEND Parents in Power is an independent SEND advocacy service supporting children, young people and families across England.
We provide knowledgeable, compassionate and person-centred advocacy to help families understand their rights, navigate complex SEND processes and pursue the support their child may be entitled to.
Our mission is simple:
To empower parents, champion children and ensure no family has to navigate the SEND system alone.
We believe every child deserves the opportunity to thrive and every parent deserves access to clear, honest and professional support.
 
3. Our Values
Everything we do is guided by five core values.
Compassion, we understand that families often contact us during stressful and emotional periods. Every family will be treated with kindness, dignity and respect.
Empowerment, we believe informed parents make stronger advocates. Wherever possible we explain processes, legislation and options so families can confidently make informed decisions.
Integrity, we provide honest advice based upon the information available to us. If we believe another professional or organisation is better placed to assist you, we will tell you.
Inclusion, every child and young person deserves equal opportunities regardless of disability, diagnosis, background or circumstance.
Professionalism, we aim to deliver our services with care, accuracy, integrity and respect while maintaining high professional standards.
 
4. Services We Provide
Depending upon your individual circumstances, SEND Parents in Power may provide support including, but not limited to:
Education

• Education, Health and Care Needs Assessments (EHCNAs)

• Education, Health and Care Plans (EHCPs)

• EHCP applications

• EHCP amendments

• Annual Reviews

• Reviewing EHCPs

• Preparing parental representations

• School placement advice

• Mediation advice

• SEND Tribunal support

• Preparing tribunal paperwork

• Reviewing evidence

• Drafting written submissions

• Online tribunal attendance where agreed

Benefits Support with:

• Disability Living Allowance (DLA)

• Mandatory Reconsiderations

• DLA Tribunals

• Blue Badge applications

• Disability-related benefits

• Grants and charitable funding

Advocacy
Our advocacy services may include:

• Letter writing

• Reviewing reports

• Reviewing documents prepared by parents

• Drafting applications

• Preparing supporting evidence

• Liaising with schools

• Liaising with Local Authorities

• Liaising with the Department for Work and Pensions (DWP)

• Communicating with other professionals where appropriate and authorised

• Advice regarding SEND law and statutory guidance

• General SEND advocacy and guidance

The services we provide will depend upon the package or individual support agreed with you before work begins.
 
5. Services We Do Not Provide
SEND Parents in Power is an advocacy service.
Unless specifically agreed in writing, we do not provide:

• Legal representation.

• Legal advice.

• Financial advice.

• Medical advice.

• Psychological assessments.

• Clinical opinions.

• Guaranteed outcomes.
   

Although we work hard to support every family, we cannot guarantee the outcome of any service, including but not limited to:

• EHCP application

• EHC Needs Assessment request

• Annual Review

• Mediation

• Tribunal

• DLA application

• Mandatory Reconsideration

• Appeal

• Blue Badge application

• Complaint

• Funding application

• Decision made by a Local Authority, school, NHS body, the Department for Work and Pensions or any other third party.

All decisions remain the responsibility of the organisation making that decision.
 
6. Our Commitment to You
When you choose SEND Parents in Power, we will:

• Treat you with dignity and respect.

• Listen to your concerns.

• Provide honest and evidence-based guidance.

• Explain processes in clear language.

• Keep your information confidential unless we have a lawful reason to disclose it.

• Act professionally and ethically.

• Keep you informed throughout your case.

• Tell you if we believe another service would better meet your needs.

We will always act with the best interests of children and young people at the centre of our work.
 
7. Who We Work With
Our services are available to families throughout England.
We may work with:

• Parents.

• Carers.

• Guardians.

• Young people where appropriate.

• Foster carers.

• Kinship carers.

• Professionals acting with appropriate authority.

Where someone instructs us on behalf of another person, they confirm they have the legal authority to do so.
 
8. Our Right to Decline or End Services
While we aim to support as many families as possible, we reserve the right to refuse or discontinue a service where:

• The matter falls outside our knowledge or expertise.

• We believe another organisation is better placed to assist.

• There is a conflict of interest.

• We do not have sufficient capacity to undertake the work safely.

• Required information or documentation is not provided.

• Fees remain unpaid.

• A client behaves in an abusive, threatening, discriminatory or inappropriate manner towards our team.

• We believe continuing to act would not be in the best interests of the child or young person.

• Continuing to act would place us in breach of legal, ethical or safeguarding responsibilities.

Where appropriate, we will explain our decision and, where possible, signpost you to alternative sources of support.
 
9. Booking Our Services
Every family's circumstances are different. For this reason, SEND Parents in Power provides bespoke advocacy services tailored to the individual needs of each client.
Before work begins, we will discuss your requirements and confirm:

• the services to be provided;

• the agreed fee or pricing structure;

• any expected timescales;

• any documents or information required from you; and

• any other relevant arrangements specific to your case.

A contract is formed when you accept our quotation or fee and we confirm that we will undertake the work.
Payment must be received before work begins unless we agree otherwise in writing.
 
10. Our Fees
As every case is unique, SEND Parents in Power does not operate a fixed pricing structure.
Fees are determined according to factors including:

• the complexity of your case;

• the amount of work involved;

• urgency;

• the number of documents requiring review;

• expected correspondence;

• tribunal preparation requirements;

• meeting attendance where agreed; and

• any additional services requested.

A quotation is valid only for the work described at the time it is issued.
Should the scope of work change significantly, we reserve the right to provide a revised quotation before continuing.
 
11. Payment
Unless otherwise agreed:

• Payment must be made in full before work begins.

• We do not currently offer payment plans.

• Work may be delayed until payment has cleared.

• Any bank charges incurred remain the responsibility of the client.

Failure to make payment may result in suspension or cancellation of services.
 
12. Additional Work
Our quotation covers only the services specifically agreed.
Additional work may include (but is not limited to):

• reviewing further evidence;

• additional meetings;

• further correspondence;

• additional letters;

• preparing new applications;

• preparing appeal paperwork;

• attendance at additional meetings;

• further tribunal preparation;

• substantial amendments requested after documents have been completed.

Where additional work is required, we will explain the reasons and provide an updated quotation before proceeding wherever reasonably possible.
 
13. Consumer Cancellation Rights
Where our services are purchased online, by telephone or by email, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You generally have the right to cancel your contract within 14 days.
However, because many families require urgent advocacy, you may ask us to begin work before the end of this cancellation period.
Where you make this request, the provisions in Section 14 will apply.
Nothing within these Terms removes any statutory rights you have under UK consumer law.
 
14. Immediate Commencement of Services
Many SEND matters involve strict statutory deadlines.
If you ask us to begin work immediately, you expressly request that SEND Parents in Power starts providing services before the expiry of the 14-day cancellation period.
By making this request, you acknowledge that:

• work may begin immediately;

• you may lose part or all of your cancellation rights once work has commenced or been completed, as provided by law;

• if you cancel after work has started, you may be required to pay a reasonable amount for the work completed up to the date of cancellation;

• if the agreed service has been fully completed during the cancellation period, your right to cancel may end.

This agreement allows us to begin supporting your family without unnecessary delay.
 
15. Refund Policy
We aim to resolve concerns fairly, reasonably and in accordance with UK consumer law.
Refund requests will be considered individually.
Where no work has commenced, a refund will normally be provided where you validly exercise your cancellation rights.
Where work has already begun at your request, any refund may be reduced to reflect the work completed before cancellation.
Where services have been fully completed, refunds will not normally be available unless:

• required by law; or

• we have failed to provide our services with reasonable care and skill.

Refunds will not normally be provided because:

• an EHCP was refused;

• an EHC Needs Assessment was declined;

• a tribunal was unsuccessful;

• DLA was refused;

• a Mandatory Reconsideration was unsuccessful;

• a grant application was unsuccessful;

• a Local Authority or other organisation made a decision that was not the outcome hoped for.

Our role is to provide skilled advocacy and support. We cannot guarantee decisions made by independent organisations.

16. Urgent Work
We understand that some matters are extremely urgent.
Where a client requests urgent assistance, we will make reasonable efforts to help where our workload allows.
However, acceptance of an urgent case does not guarantee that we will be able to complete all requested work before any statutory or tribunal deadline.
Where insufficient time remains to undertake work safely and professionally, we reserve the right to decline the instruction.

17. Timescales
Estimated timescales are provided in good faith.
They may be affected by factors outside our control, including:

• delays in receiving documents;

• delays by Local Authorities;

• schools or colleges;

• NHS organisations;

• the Department for Work and Pensions;

• HM Courts & Tribunals Service;

• third-party professionals.

Unless expressly agreed otherwise, estimated timescales should not be treated as guaranteed deadlines.

18. Client Responsibilities
To enable us to provide the best possible service, clients agree to:

• provide accurate and complete information;

• provide documents promptly;

• tell us immediately if circumstances change;

• review documents prepared on their behalf before submission;

• ensure factual information is correct;

• notify us of any important deadlines as soon as possible;

• respond to requests for information within a reasonable timeframe;

• treat our team with courtesy and respect.

Failure to provide information promptly may delay the work or affect the support we are able to provide.

19. Accuracy of Information
SEND Parents in Power relies upon the information and documentation supplied by clients.
While we may identify inconsistencies or ask questions for clarification, we cannot independently verify every piece of information provided.
Clients remain responsible for ensuring that information submitted to us is accurate, truthful and complete.
We accept no responsibility for errors resulting from incomplete, inaccurate or misleading information provided by a client or a third party.
 
20. Communication
We are committed to providing clear, professional and timely communication throughout your case.
Communication will normally take place by email, telephone or online meeting, unless another arrangement has been agreed.
Our usual business hours and methods of contact will be communicated to you when your case begins.
While we aim to respond to enquiries as quickly as possible, response times may vary depending on workload, annual leave, training, public holidays and the complexity of cases.
If your matter is urgent, you should make this clear when contacting us. We will make reasonable efforts to prioritise urgent matters where possible, but we cannot guarantee immediate availability.

21. Meetings and Online Attendance
Where agreed as part of your service, SEND Parents in Power may attend meetings or tribunal hearings remotely using an online platform.
Attendance will only be provided where it has been agreed in advance as part of your quotation or service agreement.
If a meeting or hearing is cancelled or rearranged by a third party, we will work with you to rearrange our attendance where reasonably possible. Additional fees may apply where substantial additional preparation or attendance time is required.

22. Tribunal and Appeal Support
Where SEND Parents in Power provides tribunal or appeal support, our services may include:

• explaining the tribunal or appeal process;

• reviewing evidence;

• identifying further evidence that may strengthen your case;

• drafting or reviewing appeal paperwork;

• preparing written submissions;

• preparing you for hearings;

• attending online hearings where agreed.

The level of support we provide will depend on the service agreed before work begins.
Although we will use reasonable care and skill in preparing your case, tribunal panels and decision makers are independent. We cannot guarantee the outcome of any appeal or tribunal.

23. Authority to Act
Where you ask us to communicate with a school, local authority, the Department for Work and Pensions (DWP), NHS body or another organisation on your behalf, you confirm that you have the authority to instruct us to do so.
We may ask you to complete and sign an Authority to Act form before contacting third parties.
We reserve the right to refuse to act on your behalf until the appropriate authority has been received.

24. Confidentiality
We recognise that families often share highly personal and sensitive information with us.
We will treat all information you provide as confidential and will only use or disclose it:

• with your consent;

• where necessary to provide the agreed service;

• where required by law; or

• where disclosure is necessary to protect someone from serious harm.

Our duty of confidentiality continues after your case has ended, except where disclosure is required by law.

25. Safeguarding
The welfare of children and vulnerable adults is of fundamental importance to SEND Parents in Power.
If, during the course of our work, we become aware of information suggesting that a child or vulnerable adult may be at risk of significant harm, abuse or neglect, we may need to share relevant information with the appropriate authorities where we believe this is necessary or where required by law.
Where it is safe and appropriate to do so, we will usually explain our concerns to you before making a safeguarding referral.
Nothing in these Terms prevents us from taking appropriate action where safeguarding concerns arise.

26. Equality, Diversity and Inclusion
SEND Parents in Power is committed to providing an inclusive and respectful service.
We will not discriminate on the grounds of disability, race, ethnicity, religion or belief, sex, gender reassignment, sexual orientation, age, pregnancy or maternity, marriage or civil partnership, or any other characteristic protected by law.
We expect clients to treat our team with the same respect.
Discriminatory, abusive or threatening behaviour may result in the immediate termination of our services.

27. Complaints
We are committed to providing a high standard of service.
If you are dissatisfied with any aspect of our work, we encourage you to tell us as soon as possible so that we have the opportunity to resolve your concerns.
Complaints should be made in writing to support@sendparentsinpower.com
We aim to:

• acknowledge your complaint within five working days;

• investigate it fairly and impartially;

• provide a written response as soon as reasonably practicable.

Making a complaint will not affect your legal rights.

28. Records and Case Files
We maintain records of the work undertaken on your behalf.
These records may include correspondence, notes, copies of documents, forms and other information relevant to your case.
Records are retained in accordance with our Privacy Policy and any applicable legal or regulatory requirements.
At the end of your case, we are not obliged to retain original documents indefinitely. We recommend that clients keep copies of all important paperwork provided to them or returned by us.

29. Case Closure
A case will normally be considered closed when:

• the agreed work has been completed;

• you tell us that you no longer require our services;

• we have been unable to obtain instructions from you for a reasonable period;

• we exercise our right to end the service under these Terms.

Once a case has been closed, any new work requested will normally be treated as a new instruction and may require a new quotation.

30. Professional Standards
We are committed to acting honestly, fairly and in the best interests of the families we support.
Where we believe that another professional or organisation is better placed to assist you, or that continuing to act would not be appropriate, we will explain this to you and, where possible, signpost you to alternative sources of support.
We will never knowingly misrepresent information, encourage dishonest applications or submit information that we know to be false.
 
31. Intellectual Property
Unless otherwise stated, all content created by SEND Parents in Power remains our intellectual property.
This includes, but is not limited to:

• website content;

• guides;

• templates;

• checklists;

• letters;

• resources;

• training materials;

• branding;

• logos;

• graphics;

• downloadable documents; and

• written advice prepared specifically for clients.

These materials are provided for your personal use in connection with the agreed service.
They must not be copied, reproduced, sold, distributed, published, or used for commercial purposes without our prior written permission.
Nothing in these Terms prevents you from using documents we have prepared for you for their intended purpose (for example, submitting an EHCP application or tribunal appeal).

32. Website Use
When using our website, you agree to:

• use the website lawfully;

• not attempt to gain unauthorised access to any part of the website;

• not upload viruses or malicious software;

• not interfere with the security or operation of the website;

• not use the website in any way that may damage our reputation or disrupt our services.

We reserve the right to restrict access to our website where misuse is identified.

33. Third-Party Websites
Our website may contain links to third-party websites for your convenience.
These links do not constitute an endorsement of those websites or the information they contain.
SEND Parents in Power accepts no responsibility for the content, availability, accuracy or privacy practices of external websites.
You should read the terms and privacy policies of any third-party website you visit.

34. Limitation of Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot be excluded under the laws of England and Wales.
Subject to the above, SEND Parents in Power will provide its services with reasonable care and skill.
We are not responsible for decisions made by third parties, including (but not limited to):

• Local Authorities;

• schools, academies or colleges;

• NHS organisations;

• the Department for Work and Pensions (DWP);

• HM Courts & Tribunals Service;

• independent tribunal panels;

• charitable grant providers; or

• any other public or private organisation.

We are also not responsible for delays or losses arising from:

• inaccurate or incomplete information provided by a client;

• missed statutory deadlines where information or instructions were not provided to us in sufficient time;

• delays caused by third parties;

• technical failures beyond our reasonable control.

To the extent permitted by law, we shall not be liable for indirect or consequential losses arising from the use of our services.

35. Force Majeure
SEND Parents in Power will not be responsible for delays or failure to perform our obligations where this results from circumstances beyond our reasonable control.
Examples include, but are not limited to:

• severe weather;

• flooding;

• fire;

• widespread illness;

• pandemics;

• industrial action;

• power failures;

• internet outages;

• cyber attacks;

• government action; or

• failure of third-party systems.

Where possible, we will notify clients of any significant disruption and resume services as soon as reasonably practicable.

36. Amendments to These Terms
We may amend these Terms and Conditions from time to time.
The latest version will always be published on our website.
Changes will apply to future services from the date they are published.
Where changes materially affect an existing client, we will notify them where reasonably practicable.

37. Severability
If any provision of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.

38. Entire Agreement
These Terms and Conditions, together with any written quotation, service agreement and our Privacy Policy, form the entire agreement between SEND Parents in Power and the client in relation to the services we provide.
No verbal statement or informal communication shall override these Terms unless confirmed by us in writing.

39. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of England and Wales.
Any dispute arising out of or in connection with these Terms or the services provided by SEND Parents in Power shall be subject to the exclusive jurisdiction of the courts of England and Wales.

40. Contact Us
If you have any questions regarding these Terms and Conditions, or require clarification about our services, please contact SEND Parents in Power using the contact details published on our website.
We welcome questions and are always happy to explain our services before you decide to instruct us.

Thank you for choosing SEND Parents in Power.
We understand that navigating the SEND system can be overwhelming, and we are honoured that you have chosen us to support your family.
Our aim is not only to provide knowledgeable advocacy, but also to empower you with the confidence, understanding and support needed to make informed decisions for your child.
Every family deserves to be listened to.
Every child deserves the opportunity to thrive.
No parent should have to navigate the SEND system alone.