Terms & Conditions - Elsa Support

Terms & Conditions

Terms & Conditions

Welcome to the Elsa Support website. If you continue to browse and use this website you agree to comply with, and be bound by, our Terms & Conditions, which together with our privacy policy govern Elsa Support’s relationship with you in relation to this website. The terms ‘Elsa Support’, ‘the seller’, ‘us’ or ‘we’ refers to the owner of the website. The terms ‘the buyer’, ‘you’ or ‘customer’ refers to the user or viewer of our website. The contents of the pages of this website are for your general information and use only and are subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

All intellectual property rights within this site, and the material published on it, are owned by or licensed to Elsa Support. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website. Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s), nor do we have any responsibility for the content of the linked website(s). Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.


Elsa Support sells downloadable resources and links are sent to you by email. Elsa Supports’ printed products are all in Debbie’s Hive, these products are sent in the post direct to your door. All online payments are processed through PayPal, which securely handles all transactions and does not share any of your personal details with Elsa Support. You do not need a PayPal account to pay through PayPal. Take the option for ‘pay by debit/credit card’.

If you have any queries relating to your transaction, for example, you can’t find the email we sent you or you can’t download your resources then please do contact Elsa Support either by email or through the contact form. We will rectify your problem to the best of our abilities. Any payment problems should be directed to PayPal quoting your transaction number. See PayPal’s privacy policy for more details on how they handle your information.

All orders for downloads and/or printed products shall be deemed to be an offer by the Buyer to purchase downloads and/or printed products pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason. In this case the Seller will inform the Buyer that the order has been cancelled and issue a full refund. The Seller expressly reserves the right to alter its prices, product specifications and terms and conditions at any time, but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.

If an error in pricing is found the Seller reserves the right to cancel the order at the incorrect price. The Seller reserves the right to withdraw any goods from the website at any time. The Seller shall not be liable to anyone for withdrawing any goods from the website or for refusing to process an order.


Downloaded digital items will not be refunded except as required under the Consumer Law or relevant consumer protection laws. If you want a refund or credit on a Product you must make a claim to Elsa Support within 6 months of the original invoice date. We will assess claims on their merits, with regard to the digital nature of the goods and any preview or inspection that was available before purchase. There is no obligation to provide a refund or credit for reasons including but not limited to, if you:

  • have changed your mind about a Product
  • bought a Product by mistake
  • do not have sufficient expertise to use the Product
  • ask for goodwill, or
  • can no longer access a Product because it has been removed by its Seller from the Site

As a buyer, it is your responsibility to determine that you have the appropriate hardware/software to make use of digital files and that the file format is appropriate for your needs. No refunds are available in these cases.

Any request for a refund for printed products delivered to your door will be investigated on a case by case basis. All goods leave Elsa Support as new, unused and free of damage. Any claims for non-delivery must be notified in writing to Elsa Support within 24 hours of 5 working days from receipt of the dispatch confirmation email from Elsa Support.

Under no circumstance does Elsa Support accept any consequential loss for any damage or injury to persons or property from the use of any Elsa Support products whether downloadable or physical.

Purchase History

Elsa Support provides short-term access to your purchase history. This is a history of the resources you have purchased from us and is there for you to download your resources should you open the link on a second device to that from which you placed the order with or lose, mislay or delete the original email from us with your download links. You are strongly advised not to rely on your purchase history and to download all your resources as soon as you can and save them securely to your computer.

You are purchasing a downloadable resource from Elsa Support, we do not provide customer resource hosting. The purchase history can change if Elsa Support updates a resource or removes a resource from the website. If you haven’t downloaded and saved your purchased resource within 60 days, then you may lose it. Please ensure you save all your resources to your computer.


You may use downloadable resources for personal and/or classroom use only, and you must always acknowledge Elsa Support as the source of the resource. If you have any questions about the copyright of this site and its resources, then please use the contact form on the website. We are always happy to hear from you.

Free Materials: You may share free materials with colleagues, but you must not use any free material on this site for commercial purposes, an exception to this would be if you are a private counsellor and are using our resources with your students. Please contact us to verify your use of our free products.  All free products on this site are subject to a Creative Commons copyright licence. You are free to copy, distribute, display, and perform the work under the following conditions:

  • Attribution: You must give the original author credit
  • Non-Commercial: You may not use this work for commercial purposes
  • No Derivative Works: You may not alter, transform, or build upon this work

Purchased Materials: You may purchase our downloadable teaching resources for educational purposes at your home or in your classroom for use by the original purchaser. By purchasing a resource, you acknowledge that the copyright is owned by Elsa Support. The purchased resource must not be reproduced for others IN ANY FORM or BY ANY MEANS, electronic or mechanical, including photocopying, recording, or by any information storage or retrieval system. Failure to comply is a copyright infringement and a violation of the Digital Millennium Copyright Act (DCMA). Downloadable resources are intended for single user classroom and personal use only, you are purchasing a single user licence and this is non-transferable. This resource may not be distributed or displayed digitally for public view, uploaded to school or any other website, distributed via email, social media or submitted to file sharing sites.


These Terms & Conditions supersede all others, including from ourselves as vendor and you as buyer, unless otherwise agreed in writing by us prior to order. Your order is processed by us specifically on this basis.

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