Terms of Membership
Last updated: September 15, 2026
These terms explain what you get when you join NeuroUniverse, what it costs, and how to cancel. Please read them before you subscribe — by subscribing you agree to them.
Who we are
NeuroUniverse Ltd is a company registered in England and Wales, company number 15588859. Our registered office is 3 Cresford Road, London SW6 2AH. You can contact us at alex@neurouniverse.co.uk.
What you are buying
A monthly membership. There are two:
Getting started — £14.95 a month
A thirty-minute call with Jessie Hewitson
A written plan afterwards
A fifteen-minute check-in every three months
Access to our specialists at member rates
In the thick of it — £50 a month
Everything in Getting started, except that your quarterly check-in is forty-five minutes rather than fifteen
Email support: you can email us whenever you need to. We aim to reply within 24 hours on weekdays, and within 48 hours at the outside
We will read your documents — draft Education, Health and Care Plans, reports, correspondence with school — and tell you what they mean and what to say back
Prices include VAT where it applies.
What this is not
We are not lawyers, and this is not legal advice or legal representation. We do not act for you at SEND tribunal. If your situation needs a solicitor or a tribunal representative, we will say so and help you find one.
We are not a medical or clinical service. We do not diagnose, treat, or give medical advice.
We cannot guarantee outcomes. We cannot promise that your child will return to school, that an Education, Health and Care Plan will be issued or amended, or that your local authority or school will agree to anything. What we offer is expertise, an honest assessment and a plan.
Response times are targets, not guarantees. We will always tell you if something is going to take longer.
Specialists
If your plan needs a specialist — a former head teacher, a senior SENCO, or another practitioner — we will tell you, introduce you, and tell you the cost before anything begins.
Specialist work is charged separately from your membership and invoiced by NeuroUniverse. It is not covered by your monthly fee.
Payment
Membership is billed monthly in advance through Stripe, our payment provider. We never see or store your card details.
Your membership renews automatically each month until you cancel.
If a payment fails, we will let you know and try again. If it cannot be taken after two attempts, your membership will pause until the payment is made.
Your 14-day right to cancel
Because you are buying online, you have a legal right to change your mind within 14 days of subscribing, and get a refund. You do not need to give a reason.
To cancel within those 14 days, email jessie@neurouniverse.co.uk. We will refund you within 14 days of being told.
One important exception, which the law requires us to explain: if you ask us to start work during those 14 days and we do, and you then cancel, we may keep a proportionate amount for what has already been delivered. For example, if we have already held your kickoff call and written your plan, we may charge for that. If we have not started, you get everything back.
By subscribing and booking your call within the first 14 days, you are asking us to begin straight away, and you accept that this is how it works.
Cancelling after that
Cancel whenever you like. There is no minimum term and no notice period.
Email jessie@neurouniverse.co.uk, or cancel through the link in your Stripe receipt.
Your membership will run to the end of the month you have already paid for, and will not renew. We do not give partial refunds for part of a month, but you keep everything you have paid for until it ends.
Switching between memberships
You can move between the two memberships in either direction, in any month. Tell us and we will change it from your next billing date.
Changes to price or service
If we change the price, we will give you at least [30] days' notice by email before it applies to you. You can cancel before it takes effect.
We may make small changes to what is included, to improve the service. If we make a significant change that is worse for you, we will tell you and you can cancel.
If we need to end it
We may end your membership, refunding any unused part of the month, if:
payment cannot be taken
the relationship becomes abusive or threatening towards our staff, our specialists or anyone else
we conclude we are not the right people to help you — in which case we will tell you why and, wherever we can, point you somewhere better
Confidentiality and your data
What you tell us stays between us and, where you have asked us to involve one, the specialist concerned. How we handle your information — including reports and Education, Health and Care Plans about your child — is set out in our Privacy Policy.
Complaints
If something has gone wrong, email alex@neurouniverse.co.uk and tell us. We will reply within five working days and try to put it right.
Law
These terms are governed by the law of England and Wales, and disputes can be dealt with by the courts of England and Wales