DRAGONFLY PSYCHOTHERAPY Shop Terms and Conditions Last updated: May 2026 Introduction Welcome to the Dragonfly Psychotherapy online shop. These terms and conditions (the “Terms”) apply to all purchases of physical books, digital downloads, and other resources made through my online shop at dragonflyshop.co.uk. These Terms do not apply to therapy services, wellness walks, in-person workshops, or online CPD sessions, which are governed by separate terms provided to you when you book those services. Please read these Terms carefully before placing an order. By placing an order with me, you confirm that you have read, understood, and agree to be bound by these Terms. 1. About Me Name: Dr Victoria Froome Trading as: Dragonfly Psychotherapy Address: Guildford Therapy Rooms, 3 Beaufort, Railton Road, Guildford, Surrey GU2 9JX Email: victoria@dragonflypsychotherapy.co.uk Phone: 07546 431 448 Website: dragonflyshop.co.uk ICO Registration: ZB904048 Professional Memberships: British Association for Counselling and Psychotherapy (BACP) and UK Council for Psychotherapy (UKCP) 2. Eligibility to Purchase To place an order through my shop, you must be at least 18 years of age and legally able to enter into a binding contract under English law. By placing an order, you confirm that you meet these requirements. Some of my resources are designed to be used by or with young people aged 11 and over. These resources are intended to be purchased by an adult (such as a parent, carer, teacher, or practitioner) for use with a young person. 3. How a Contract is Formed When you place an order through my shop, you are making an offer to buy the products in your basket. A binding contract is formed when your payment is successfully processed and you receive an order confirmation/receipt confirming the order. I reserve the right to refuse or cancel any order before dispatch, including if a product is out of stock, if there has been an obvious pricing or description error, or if I suspect the order is fraudulent. If I cannot accept your order, I will let you know as soon as possible and refund any payment already taken. 4. Products I sell physical books and digital resources (such as PDF guides, workbooks, and card sets) authored or developed by me. Product descriptions, images, and specifications on my shop are provided for guidance and may include illustrative content. While I take care to ensure accuracy, minor variations may occur (for example, slight differences in print colour, paper finish, or cover design between print runs). Some of my resources address sensitive topics including, but not limited to, mental health difficulties, suicidal thoughts, self-harm, eating difficulties, and trauma. Where this is the case, I include a content note in the product description. If you have any concerns about whether a particular resource is suitable for you or for someone in your care, please contact me before purchasing. 5. Price and Payment All prices are shown in pounds sterling (GBP) and are inclusive of UK VAT where applicable. The price you pay is the price displayed at the point of checkout. Delivery charges for physical goods are additional and will be shown clearly before you confirm your order. If a product has been incorrectly priced (for example, due to a system error), I will contact you before processing your order to confirm whether you wish to proceed at the correct price or cancel the order. I am not obliged to supply products at an incorrect price. Payment methods: I accept payment by debit or credit card through Stripe. Payment is taken at the point of order. I do not see, store, or have access to your full card or bank details. Stripe acts as an independent data controller for the payment data it processes and has its own privacy notice. 6. Delivery of Physical Goods I dispatch physical books and other physical products by Royal Mail or another courier service. Delivery options, costs, and estimated timescales will be shown at checkout before you confirm your order. I aim to dispatch orders within 2–3 working days of receiving payment, although this is an estimate and not a guarantee. Delivery is currently within the United Kingdom only. I will consider international orders on request; please contact me before placing an order if you are based outside the UK. Risk in physical goods passes to you on delivery to the address you have provided. Please check your delivery address carefully before confirming your order, as I cannot accept liability for orders delivered to an incorrect address provided by you. If your order is lost in the post or arrives damaged, please contact me within 14 days of the expected delivery date so I can investigate and arrange a replacement or refund. 7. Digital Downloads Digital products (such as PDF guides, workbooks, and electronic resources) are delivered by email link or made available through the website. You will normally receive your download link within a few minutes of completing your order. Download links are personal to you and are typically valid for 30 days. If your link expires before you have downloaded your file, please contact me and I will reissue it. To open and use my digital downloads you will need a device capable of opening PDF files (or other formats as specified in the product description) and a stable internet connection to download the file. I am not responsible for issues arising from incompatible devices or software. Please save a copy of your download to a secure location. While I will do my best to assist if you lose access, I cannot guarantee indefinite availability of past download links. 8. Your Right to Cancel - Physical Goods Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer based in the UK you have a legal right to cancel your order for physical goods within 14 days, without giving a reason. The 14-day period starts on the day you (or someone you have nominated) receive the goods. To exercise this right, please notify me in writing by email at victoria@dragonflypsychotherapy.co.uk before the 14-day period ends. You must then return the goods to me, in their original condition, within 14 days of letting me know you wish to cancel. You are responsible for the cost of returning the goods unless they are faulty or not as described. The goods must be returned in resaleable condition. I recommend using a tracked postal service, as I cannot be responsible for items lost in return transit. I will refund the price you paid for the goods, plus the cost of standard delivery to you, within 14 days of receiving the returned goods. Refunds will be made using the same payment method you used for the original purchase. 9. Your Right to Cancel - Digital Downloads Digital downloads are treated differently under the Consumer Contracts Regulations 2013 because they cannot meaningfully be “returned” once supplied. Where you have asked for your digital download to be made available to you immediately on purchase, and you have ticked the box at checkout to acknowledge this, you expressly waive your 14-day right to cancel for that download. You will not be entitled to a refund for change of mind once the download link has been issued. If you do not wish to waive this right, please do not tick the acknowledgement box at checkout. Your download will then be made available to you only after the 14-day cancellation period has expired. This does not affect your statutory rights if the digital content is faulty or not as described - see the next section. 10. Faulty or Misdescribed Products Under the Consumer Rights Act 2015, all products I supply must be of satisfactory quality, fit for purpose, and as described. Physical goods: If a physical product is faulty or not as described, you have the right to a full refund if you let me know within 30 days of receiving it. After 30 days, you may be entitled to a repair, replacement, or partial refund. Please contact me as soon as possible if you have a problem with your order. Digital downloads: If a digital download is faulty, will not open, or is not as described, please contact me. I will repair or replace the download where possible, or refund you in full where it cannot be remedied. Nothing in these Terms affects your statutory rights as a consumer. 11. Copyright and Permitted Use All content in my books, digital downloads, and other resources - including text, design, frameworks (such as the Strength Beneath framework), illustrations, photography, and the Dragonfly Psychotherapy brand - is the copyright of Dr Victoria Froome trading as Dragonfly Psychotherapy. “Dragonfly Handbooks” and “Strength Beneath” are trade marks belonging to me. Each book and digital download includes a copyright notice and a short statement of permitted use. The presence of these notices does not create the copyright (which exists automatically under the Copyright, Designs and Patents Act 1988); they are there to remind you of my ownership and of the limits on how my materials may be used. What you may do: When you purchase one of my resources, you are buying a copy for your own personal use. You may read it, work through any exercises or worksheets for your own benefit, and print pages for your own personal use. The same rules apply whether you are a member of the public, a parent or carer, a teacher, or a mental health, healthcare, or education professional - one purchase is one personal copy. What you may not do: Without my prior written consent, you may not: • copy, reproduce, share, sell, sublicense, lend, or distribute the materials, in whole or in part, in any format; • upload the materials to any website, file-sharing platform, social media, cloud storage, virtual learning environment, or other location accessible to anyone other than you; • share digital copies with clients, students, service users, colleagues, employers, family members, or any other third party - each person who wishes to use the materials should obtain their own copy; • use the materials, in whole or in part, to deliver paid or unpaid training, supervision, CPD, courses, or workshops to others; • incorporate any substantial portion of the materials into your own published work, courses, books, articles, or commercial offerings; • rebrand, repackage, adapt, translate, or present the materials as your own work; • remove, obscure, or alter any copyright notice, trade mark, attribution, or other ownership marking. If you would like to use my materials in a way not permitted above - for example, to reproduce a passage in a publication, to use them as part of training you are delivering, or to distribute copies to colleagues or to a team - please contact me at victoria@dragonflypsychotherapy.co.uk. I respond to permission requests promptly and will often grant them, with appropriate acknowledgement and any necessary terms. I take infringement of my copyright seriously and reserve the right to take legal action where my materials are reproduced or distributed without permission. 12. No Therapeutic Relationship Purchasing a book, download, or other resource from my shop does not create a therapeutic, clinical, counselling, coaching, supervisory, or any other professional relationship between you and me. I am not your therapist or healthcare provider, and the materials I sell are not a substitute for individualised assessment, therapy, medical advice, or other professional care. My resources are intended for general educational, self-help, and (where indicated) professional use. They cannot account for your individual circumstances and should not be relied upon as the sole basis for decisions about your mental or physical health. If you are experiencing significant distress, mental health difficulties, or any concerns about your wellbeing or that of someone in your care, please seek appropriate professional support. See the Crisis and Emergency Support section below. 13. Crisis and Emergency Support My resources are not designed for use in a crisis. If you, or someone in your care, are in distress or at risk of harm, please contact: • Your GP • NHS 111 (option 2 for mental health) - Tel 111 or www.111.nhs.uk • Samaritans - Tel 116 123 or www.samaritans.org • Shout - Text 85258 or www.giveusashout.org • 999 if you or someone else is at immediate risk 14. Limitation of Liability Nothing in these Terms shall limit or exclude my liability for death or personal injury caused by my negligence, for fraud or fraudulent misrepresentation, for breach of any term implied by the Consumer Rights Act 2015 that cannot lawfully be limited, or for any other matter where liability cannot lawfully be limited or excluded. Subject to the above paragraph, I shall not be liable for any loss of profits, loss of business, loss of anticipated savings, loss of opportunity, loss of or corruption of data, or any indirect, special, or consequential loss arising out of or in connection with your purchase or use of my products. My total liability to you under or in connection with any contract for the sale of products through my shop shall not exceed the total amount you paid for the products giving rise to the claim. These limitations apply only to the extent permitted by law and do not affect your statutory rights as a consumer. 15. Events Outside My Control I shall not be liable for any delay or failure to perform my obligations under these Terms where the delay or failure arises from circumstances beyond my reasonable control. This includes (but is not limited to) illness, bereavement, severe weather, postal or courier strikes, pandemic restrictions, power failures, internet outages, or technical failures affecting my e-commerce platform or payment processors. If such an event occurs, I will let you know as soon as reasonably possible and work with you to either deliver your order once the situation is resolved or arrange a refund. 16. Data Protection I am registered with the Information Commissioner’s Office (ICO registration ZB904048) and handle your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (as amended by the Data (Use and Access) Act 2025). Full details of how I collect, use, store, and protect your personal data, including the service providers I use to operate my shop and process payments, are set out in my Privacy Notice, available on my website. You have a statutory right to raise a data protection complaint directly with me. I have a separate Data Protection Complaints Procedure which sets out how to do this. If you are not satisfied with the outcome, you have the right to escalate the matter to the ICO at www.ico.org.uk. 17. Marketing Communications I will only send you marketing emails (such as newsletters, updates about new resources, or information about events) if you have specifically opted in. At checkout, you will be given a clear, separate opportunity to opt in to receive such communications. If you have purchased a resource from me, I may occasionally send you information about similar resources without asking for separate consent, as permitted under the Privacy and Electronic Communications Regulations (PECR). Every such email will include a clear unsubscribe link, and you can opt out at any time. 18. Complaints I welcome feedback and aim to resolve any concerns quickly and fairly. If you are unhappy with any product or with how your order has been handled, please contact me in the first instance at victoria@dragonflypsychotherapy.co.uk. I will acknowledge your complaint promptly and aim to resolve it within 14 days. If you are not satisfied with my response, you may be entitled to use an alternative dispute resolution scheme. Details are available at www.gov.uk/government/publications/alternative-dispute-resolution-for-consumers. 19. Governing Law and Jurisdiction These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. Both parties irrevocably agree that the courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms. As a consumer, you may also be entitled to bring proceedings in the courts of the country in which you live. 20. Changes to These Terms I may update these Terms from time to time, for example to reflect changes in the law or in how I operate my shop. The version that applies to your order is the version in force at the time you placed your order. The current version will always be available on my website, with the date of last update shown at the top. 21. Entire Agreement These Terms, together with my Privacy Notice and any product-specific information shown at checkout, form the entire agreement between us in relation to your purchase. They supersede any previous agreements, understandings, or arrangements relating to the same subject matter. If any part of these Terms is found by a court to be unlawful or unenforceable, the remaining parts shall continue in full force and effect. For any questions about these Terms, please contact me at victoria@dragonflypsychotherapy.co.uk.