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Agency Membership
Fair Use Policy

 

Our Agency Membership is designed to help care agencies develop their teams through online learning, monthly group coaching and weekly learning reminders.

This policy explains how agencies can use the membership and how we manage unusually high demand or misuse. It forms part of the Agency Membership terms accepted when purchasing.

 

1. Who the membership covers

 

Membership covers the purchasing agency’s employees and individual carers directly engaged by that agency, including carers undertaking its induction.

Each learner must have their own account and be enrolled for genuine learning purposes.

Separate companies, franchise businesses, associated agencies and external training customers are excluded unless Fellow Carer agrees otherwise in writing. Please tell us before purchasing if you wish to cover multiple organisations.

 

2. Enrolments throughout the year

 

There is no fixed annual learner allowance under the standard membership, subject to this policy.

For larger enrolment requests, please contact us before submitting:

  • More than 25 new learners in a single batch; or

  • More than 50 new learners in a calendar month.

These thresholds allow us to plan administration and maintain service quality. Exceeding them does not, by itself, constitute misuse or create an additional charge.

We may request an enrolment forecast and agree a phased schedule for larger groups.

 

3. Managing unusually high demand

 

Where an enrolment request would materially affect platform performance, administration or the service available to other members, we may temporarily pause the affected new enrolments while reviewing the request.

We will explain the reason, normally respond within five working days, and propose a reasonable processing schedule. We will use the least restrictive practical measure and keep any pause as short as reasonably necessary.

Where needs exceed the standard service, we may offer a separately priced arrangement. Additional fees or changes to the purchased membership require the agency’s written agreement.

A genuine high-volume request will normally be managed through scheduling rather than suspension of existing learners.

 

4. Uses that are not permitted

 

Agencies and learners must not:

  • Share learner accounts or enrol fictitious or duplicate accounts.

  • Resell, sublicense or publicly distribute access to the course.

  • Enrol people outside the eligible agency team without written agreement.

  • Submit automated or repeated requests that bypass our agreed enrolment process.

  • Attempt to evade restrictions by using multiple agency identities or accounts.

  • Copy, scrape or redistribute course materials beyond any permission expressly provided.

  • Deliberately disrupt the platform, coaching sessions or other learners’ access.

Ordinary, genuine use of the course by eligible learners is encouraged.

 

5. What we may do if misuse occurs

 

Where we have reasonable grounds to believe this policy has been breached, we may:

  • Ask the agency to explain the activity or confirm learner eligibility.

  • Decline ineligible, duplicate or unauthorised enrolments.

  • Temporarily restrict new enrolments or affected accounts.

  • Require the agency to correct the breach.

  • Suspend or terminate membership for a serious breach or a breach that remains unresolved.

For a breach that can be corrected, we will normally give written notice explaining the issue and allow at least ten working days to resolve it.

We may act immediately where reasonably necessary to address suspected fraud, a security threat, deliberate disruption or unauthorised distribution of our materials. We will explain the action as soon as reasonably practicable.

Any restriction will be proportionate to the issue. Where possible, unaffected learners will retain access.

 

6. Monthly group coaching

 

First Thursday is a shared group learning session. Membership provides access to the session rather than a separate private call for each agency or learner.

We manage questions and speaking time so attendees have a reasonable opportunity to participate. We may group similar questions, defer questions to a later session, or introduce advance booking where attendance requires it.

Dedicated agency support and on-site supervision are separate services.

 

7. Review of a restriction

 

If you believe a restriction has been applied incorrectly, contact Fellow Carer through the contact details on our website.

We will review the information you provide and normally respond within ten working days. Restrictions will be removed when the concern has been satisfactorily resolved.

 

8. Ending membership and refunds

 

Where membership ends under this policy, we will explain the reason and how learner access is affected.

Any refund will be assessed under the membership terms and applicable law, taking account of the unused membership period and any evidenced losses directly caused by the breach. Termination does not automatically mean that the entire fee is forfeited.

If we cannot accommodate genuine eligible usage and no reasonable alternative can be agreed, the agency may end its membership and receive a proportionate refund for the unused period.

 

9. Changes to this policy

 

Material changes that reduce the purchased service or introduce new charges will apply at renewal unless the agency expressly agrees otherwise.

We will notify agencies of material changes before they renew. Any individually agreed written enrolment arrangement takes precedence over the relevant provisions of this policy.

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