Last updated: 25 September 2026
These terms apply when you use www.unlockinglanguage.co.uk (the “website”) or buy products from our online shop. Please read them carefully. By using the website, you agree to them.
Our therapy, assessment and report services are covered by a separate client service agreement. We give you that agreement before your services start.
1. About us
This website is run by Unlocking Language Limited, a company registered in England and Wales (company number 08103210). Our registered office is Unit 3, 12 Pepper Street, London E14 9RP.
Contact us: info@unlockinglanguage.co.uk or 0207 536 9299.
2. Using our website
You may use the website for your own personal, non-commercial purposes. You must not:
- use it for anything unlawful, fraudulent or harmful
- try to gain unauthorised access to the website, its server or any connected system
- introduce viruses or other harmful material, or disrupt the website’s operation
- copy, scrape or reuse its content for commercial purposes without our written permission
We may suspend or withdraw access to all or part of the website at any time, for example for maintenance.
3. Information on this website
The content on this website is general information only. It is not clinical advice and is not a substitute for an individual assessment by a qualified professional. See our Disclaimer.
4. Intellectual property
We, or our licensors, own the content, logos, images, videos and downloadable resources on this website. You may download or print resources from our Children’s Resources pages for personal use or for use with the children you support. You may not sell them, change them or pass them off as your own. Always credit Unlocking Language.
5. Links to other websites
Links to other websites are for your information only. We have no control over those websites and are not responsible for their content or how they use your information.
6. Your personal information
We use your personal information as described in our Privacy Notice and Cookie Policy.
7. Buying from our online shop
7.1 Orders
We sell to customers in the United Kingdom only. When you place an order, we will email you to acknowledge it. A contract is formed when we confirm your order has been dispatched. If we cannot supply a product, for example because it is out of stock or the price was listed incorrectly, we will tell you and refund any payment.
7.2 Prices and payment
Prices are in pounds sterling and include VAT where applicable. Delivery charges are shown at checkout. Payment is taken securely by Stripe when you place your order. We do not see or store your full card details.
7.3 Delivery
We aim to dispatch orders within 48 hours (excluding weekends and bank holidays) and will deliver within 30 days unless we agree otherwise. Risk in the goods passes to you on delivery.
7.4 Your right to cancel
If you are a consumer, you can cancel your order for any reason within 14 days of receiving your goods, under the Consumer Contracts Regulations 2013. Email us to tell us, then return the goods unused and in their original condition within 14 days of cancelling. We will refund the price and standard delivery cost within 14 days of receiving the goods back. You pay the cost of returning them unless they are faulty.
Hygiene exception: Speech Buddies tools, and any other products designed to go in the mouth, are hygiene items. For health and hygiene reasons, you cannot cancel an order for these items once they have been unsealed after delivery.
7.5 Faulty goods
Your rights under the Consumer Rights Act 2015 are not affected. If goods are faulty, not as described or not fit for purpose, contact us. You are entitled to a refund within 30 days of delivery, or a repair, replacement or refund after that.
7.6 Using products safely
Therapy tools should be used as directed by the manufacturer and, where appropriate, under the guidance of a qualified therapist. Always supervise children using products that go in the mouth.
8. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. It also does not affect your statutory rights as a consumer.
We are not liable for losses that were not foreseeable, for business losses, or for loss or damage caused by a virus or technical problem that we could not reasonably have prevented. For shop orders, our total liability is limited to the price you paid for the products.
9. Complaints
If you are unhappy with our website or shop, please contact us at info@unlockinglanguage.co.uk. Complaints about our therapy services are dealt with under our client complaints procedure, which is available on request.
10. Changes to these terms
We may update these terms from time to time. The version on this page when you use the website or place an order is the one that applies.
11. Law and jurisdiction
These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
