Unspoken But Heard CIC

Terms of use

Clear boundaries for using our website.

Last updated: 7 September 2026

Terms of Use

Last updated: 7 September 2026

These Terms of Use explain the rules for using the Unspoken but Heard website and our online services. By using our website or services, you agree to these terms.

Who operates this website

UNSPOKEN BUT HEARD CIC A Community Interest Company, registered in England and Wales. Company number: 17432454 · Private company limited by guarantee.

In these terms, Unspoken but Heard, we, us and our refer to UNSPOKEN BUT HEARD CIC.

What we do

Unspoken but Heard provides compassionate, accessible support for people affected by pregnancy and baby loss.

Our support includes people affected by:

• Ectopic pregnancy
• Miscarriage
• Molar pregnancy
• Termination for medical reasons (TFMR)
• Stillbirth
• Neonatal loss
• Other pregnancy or baby loss
• Pregnancy after loss
• Longer-term effects of pregnancy or baby loss

Support is not limited to the person who experienced the pregnancy. Partners, parents, family members and others close to someone affected by loss may also use our services.

What our website provides

Our website may provide:

• Information about pregnancy and baby loss
• Emotional and peer support
• Access to trained Support Companions
• Signposting to specialist organisations and services
• Information about emotional wellbeing
• Resources and educational material
• Volunteering opportunities
• Fundraising and donation facilities
• Information about Unspoken but Heard and our activities

The services available may change as Unspoken but Heard develops.

Our Support Companions

Our Support Companions provide compassionate listening, emotional support and a space for people to talk about their experiences.

They can listen, talk with you and help you find appropriate sources of further support.

Support Companions are not acting as doctors, nurses, counsellors, therapists or other healthcare professionals, even if an individual Support Companion separately holds a professional qualification.

A conversation with a Support Companion must not be treated as medical advice, diagnosis, counselling, therapy or other professional advice.

We are not a medical service

Unspoken but Heard is not a medical service, diagnostic service, counselling service, therapy service or emergency service.

Information provided through our website or by a Support Companion is not a substitute for advice, diagnosis or treatment from an appropriately qualified healthcare professional.

You should not delay seeking medical attention because of something you have read on our website or discussed with a Support Companion.

If you have symptoms that concern you, believe you may require medical attention or have questions about your individual circumstances, contact an appropriate healthcare professional.

Emergencies and urgent help

Do not use Unspoken but Heard for an emergency.

If you or somebody else is in immediate danger or requires urgent medical assistance in the UK, call 999 or attend an Accident and Emergency department.

For urgent medical help that is not a life-threatening emergency, contact NHS 111.

If you are experiencing a mental health crisis or feel unable to keep yourself safe, seek immediate professional or emergency support.

Information on our website

We aim to provide information that is compassionate, useful and accurate.

Pregnancy and baby loss can involve complex medical and personal circumstances. General information cannot account for every person's individual situation.

Information on our website should therefore not be treated as a substitute for professional medical or healthcare advice.

We may provide links to NHS services, charities, specialist organisations and other sources of support.

Using our support services

We want Unspoken but Heard to be a safe, compassionate and respectful place.

When using our services, you must not:

• Threaten, abuse, harass or intimidate Support Companions, volunteers, staff or other users
• Use discriminatory, hateful or deliberately offensive language
• Impersonate another person
• Attempt to obtain private information about Support Companions or other users
• Attempt to gain unauthorised access to our systems
• Deliberately disrupt or interfere with the service
• Use the service for advertising, spam or commercial solicitation
• Use the service for fraudulent, criminal or otherwise unlawful purposes

We recognise that people contacting us may be experiencing grief, distress, anger, fear or other difficult emotions.

Expressions of distress will not automatically be considered abusive behaviour.

We may, however, intervene or end a conversation where behaviour presents a risk to another person, our Support Companions, our volunteers, our staff or the safe operation of the service.

Safeguarding

The safety and wellbeing of people using our service is important to us.

Information disclosed during a conversation may sometimes raise a safeguarding concern.

If we reasonably believe that you or another person is at serious or immediate risk of harm, we may take appropriate safeguarding action.

This may include:

• Escalating the concern to an appropriate person within Unspoken but Heard
• Encouraging you to contact emergency or professional services
• Signposting you to an appropriate service
• Sharing information with emergency services, safeguarding authorities or another appropriate organisation where this is lawful and necessary

We will only share information where there is an appropriate reason and legal basis for doing so.

Confidentiality

We treat support conversations with sensitivity and respect, but we cannot promise absolute confidentiality.

There may be circumstances where information needs to be accessed, used or shared for:

• Safeguarding
• Preventing serious harm
• Complying with the law
• Investigating a complaint
• Investigating misuse of the service
• Protecting our systems and users
• Operating and maintaining the service

Further information about how we handle personal information is provided in our Privacy Notice.

Your privacy

We process personal information in accordance with applicable UK data protection law.

Because conversations about pregnancy and baby loss may contain sensitive information, we take the privacy and security of our users seriously.

You should avoid providing unnecessary personal information about another person during a support conversation.

Please read our Privacy Notice for more information about what information we collect, why we collect it, how long we keep it and your rights.

User accounts

Some parts of our service may require an account.

You are responsible for keeping your account and login details secure.

You must not knowingly allow another person to use your account.

If you believe somebody has gained unauthorised access to your account, you should contact us as soon as possible.

We may temporarily restrict an account where reasonably necessary to investigate a security issue, protect a user or prevent misuse of the service.

Age requirements

Some information on our website may be available without creating an account.

Interactive support services may have additional age requirements or safeguarding arrangements.

Any minimum age or parental or guardian requirements will be explained before access to the relevant service is provided.

Service availability

We aim to make Unspoken but Heard available as reliably as reasonably possible.

However, we cannot guarantee that the website or a Support Companion will always be available.

Services may be temporarily unavailable because of:

• Maintenance
• Technical problems
• Internet or hosting failures
• Security incidents
• High demand
• Insufficient Support Companion availability
• Circumstances outside our reasonable control

If you need urgent or emergency assistance, you must not wait for a Support Companion to become available.

Third-party services and signposting

We may signpost you to charities, NHS services, healthcare providers, support organisations, websites and other third-party services.

These organisations are independent from Unspoken but Heard unless we specifically state otherwise.

A link or signpost does not mean that we control or accept responsibility for the organisation, its website, its services or its advice.

Third-party organisations operate according to their own terms and privacy policies.

Donations and fundraising

Our website may allow people to make donations or participate in fundraising activities.

Donations are voluntary and do not provide preferential access to our support services.

Where donations are processed by an external payment provider, that provider may process information under its own terms and privacy notice.

Any specific terms applying to a fundraising campaign, recurring donation or other fundraising activity will be displayed where appropriate.

Intellectual property

Unless otherwise stated, the text, graphics, branding, design, resources and other original content on the Unspoken but Heard website belong to UNSPOKEN BUT HEARD CIC or are used with permission.

You may view, print or download reasonable extracts for your own personal and non-commercial use.

You must not reproduce, sell, commercially exploit or substantially redistribute our content without permission unless you have a legal right to do so.

Content you provide

You may sometimes be able to provide messages, feedback, stories or other content through our website.

You remain responsible for content you provide and should not submit material that you do not have the right to share.

A private support conversation does not give Unspoken but Heard permission to publish your story or conversation.

If we would like to publicly use a testimonial, personal story or similar contribution, we will seek appropriate permission.

Website security

You must not attempt to:

• Gain unauthorised access to our website, servers or systems
• Access another user's account or conversations
• Bypass security measures
• Introduce viruses, malware or other malicious code
• Deliberately overload or disrupt the service
• Extract information using unauthorised automated tools

We may restrict access where reasonably necessary to protect our users, Support Companions, systems or service.

Suspending or ending access

We may restrict, suspend or end access to our interactive services where reasonably necessary.

This may happen where:

• These terms have been seriously or repeatedly breached
• Another person's safety may be at risk
• Support Companions, volunteers or staff are being threatened or abused
• We suspect fraudulent or unlawful activity
• There is a security risk
• We are legally required to take action

Where appropriate, we will aim to respond proportionately to the circumstances.

Our responsibility

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.

This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Unspoken but Heard provides emotional and peer support and general information. We cannot guarantee a particular emotional, medical or other outcome from using the service.

Our service should not be used instead of obtaining appropriate medical, psychological, legal or other professional assistance where this is required.

Nothing in these Terms affects any legal rights that cannot lawfully be excluded.

Complaints and concerns

We welcome feedback and take concerns about our service seriously.

If you are unhappy with something that has happened while using Unspoken but Heard, you can raise a concern or complaint using the contact details provided on our website.

Complaints will be handled in accordance with our Complaints and Concerns Policy.

Safeguarding concerns may be handled separately where appropriate.

Changes to these terms

We may update these Terms of Use when our services, technology, operating arrangements or legal obligations change.

The latest version will be published on this website with the date it was last updated.

Where a significant change affects registered users, we may provide additional notice where appropriate.

Governing law

These Terms of Use are governed by the laws of England and Wales.

If you live elsewhere in the United Kingdom, you may also have rights under the laws that apply where you live.

Nothing in these Terms removes any rights that cannot legally be excluded.

Contact us

Questions about these Terms of Use can be sent to Unspoken but Heard using the contact details published on our website.

UNSPOKEN BUT HEARD CIC

Community Interest Company registered in England and Wales.

Company number: 17432454

Private company limited by guarantee.

Related policies

These Terms of Use should be read alongside our:

• Privacy Notice
• Cookie Policy
• Safeguarding Policy
• Complaints and Concerns Policy
• Data Retention Policy
• Community Guidelines
• Donations and Fundraising Terms