Terms, Conditions & Policies - Teens Know All Academy

Teens Know All Academy CIC – Website Terms, Privacy, Cookies, Refunds and Safeguarding Policy

Last updated: 03 July 2026

Review date: 03 July 2027

1. Introduction

Welcome to Teens Know All Academy CIC. This page sets out the terms and policies that apply when you use our website, landing pages, digital resources, forms, downloads, audio materials, courses, workshops, events, media activities, and other services.

By using our website, submitting a form, booking a session, accessing our materials, or taking part in our activities, you agree to follow these terms. If you are booking on behalf of a school, local authority, fostering service, charity, community organisation, company, funder, or other organisation, you confirm that you have authority to make the booking or enquiry on behalf of that organisation.

These terms are written for general website and service use. Where we agree a separate written proposal, service agreement, purchase order, school booking form, funding agreement, or commissioning contract, that document may contain extra terms. If there is a conflict between this page and a signed written agreement, the signed written agreement will normally take priority for that specific project or booking.

2. Who we are

Teens Know All Academy CIC is a Community Interest Company registered in England and Wales.

Company name: Teens Know All Academy CIC

Company number: 17315262

Registered office: Portland House, Belmont Business Park, Durham, DH1 1TW

Website: https://teensknowallacademy.com

Email: info@teensknowallacademy.com

Phone: 07469 486884

Data Protection Contact: Cosmina C Muresan, Founder/Director

Designated Safeguarding Lead: Cosmina C Muresan, Founder/Director

We deliver confidence-building, communication, emotional literacy, life-skills, aspiration, mentoring, and empowerment workshops and resources for teenagers, parents/carers, schools, local authorities, fostering services, community organisations, charities, funders, and partners.

For data protection purposes, Teens Know All Academy CIC is the data controller for the personal information described in this policy.

3.Use of the website

You may use our website and resources only for lawful purposes. You must not use our website in a way that:

breaks any law or regulation;
is fraudulent, abusive, harmful, threatening, discriminatory, defamatory, obscene, or misleading;
attempts to gain unauthorised access to our website, systems, accounts, forms, files, or user information;
uploads viruses, malware, spam, or other harmful material;
copies, scrapes, republishes, or commercially exploits our content without permission;
interferes with the safe running of our website or services.

We may suspend or remove access to our website, resources, forms, memberships, comments, or services if we reasonably believe these terms have been breached or if doing so is necessary to protect young people, other users, our systems, or our organisation.

4. Age, eligibility and parental/guardian involvement

Some of our content is designed for teenagers, parents/carers, and professionals who work with young people.

Our teen-facing digital resources are generally intended for young people aged 13 and above. Young people under 18 should involve a parent, carer, guardian, school, or appropriate adult before purchasing, booking, submitting personal information, or taking part in interactive activities. Where a young person takes part in a workshop through a school, local authority, fostering service, charity, or other commissioning organisation, that organisation is expected to manage appropriate consent, safeguarding, supervision, and site rules unless otherwise agreed in writing.

We do not knowingly collect personal information directly from children under 13 through our website without appropriate parent/guardian or commissioning organisation involvement. If you believe a child under 13 has provided us with personal information without appropriate consent, please contact us so we can review and delete it where appropriate.

5. Our services and resources

Our services may include:

in-person or online workshops, talks, mentoring, programmes, assemblies, group sessions, and community projects;
digital downloads, handbooks, workbooks, cards, reflection tools, audio resources, courses, memberships, and online materials;
parent/carer resources and communication tools;
school, local authority, charity, and community organisation partnership work;
media, audio, podcast, case study, or promotional activities where separate consent has been obtained.

We may change, update, pause, remove, or replace website content, resources, offers, prices, or services at any time. We will try to avoid unnecessary disruption where someone has already paid for access or booked a service.

6. Educational purpose and important disclaimer

Our website, workshops, resources, digital products, audios, and courses are for education, confidence-building, communication, personal development, and general information only.

They are not medical, clinical, therapeutic, counselling, legal, financial, or emergency advice. They are not a replacement for support from a qualified medical professional, mental health professional, social worker, safeguarding professional, teacher, solicitor, or other relevant professional.

If a child, young person, or adult is at immediate risk of harm, call 999. If a young person needs urgent support, contact the relevant school safeguarding lead, local authority children’s services, NHS 111, Childline on 0800 1111, the NSPCC Helpline on 0808 800 5000, or another appropriate emergency/support service.

7. Accounts, memberships and access details

Where we provide accounts, memberships, logins, passwords, private links, downloads, course access, or member-only resources, you are responsible for keeping your access details safe. You must not share your login, password, paid resource links, or member-only content with others unless we have given written permission.

Access is for the person or organisation who purchased or was granted access. Schools and organisations may use materials only within the agreed group, class, staff team, project, or licence scope confirmed in writing.

8.Payments, invoices, cancellations and refunds

8.1 Payment methods

Payments may be processed through third-party payment providers such as Stripe, bank transfer, invoicing, or another payment method agreed with us. We do not usually store full card details ourselves; card payments are handled by the payment provider.

Prices are usually shown in pounds sterling (£). We may change prices at any time, but this will not affect a booking or purchase that has already been confirmed unless we have made an obvious pricing error.

8.2 Digital products, downloads, courses and audio resources

For digital products, downloads, courses, memberships, and audio resources, access may begin immediately after purchase or registration.

Where you are buying as a consumer for personal use, digital content is normally made available immediately only where you agree to immediate access. Once you access, download, stream, open, or use the digital content, you understand that cancellation/refund rights may be limited, except where the content is faulty, not as described, or where the law gives you a right to a remedy.

If you have purchased digital content but have not accessed, downloaded, streamed, opened, or used it, you may contact us within 14 days of purchase to request cancellation or a refund. We may ask for information to verify that the content has not been accessed.

This does not affect your statutory rights. If digital content is faulty, unavailable due to our error, or not as described, please contact us and we will review the issue fairly.

8.3 Memberships and subscriptions

If we offer a paid membership or subscription, the payment plan, billing frequency, and renewal date will be shown at checkout or in the membership information. You may cancel a membership before the next renewal date using the cancellation method provided or by contacting us.

After cancellation, access will normally continue until the end of the current paid billing period. We do not usually provide partial refunds for unused time in a billing period unless required by law or agreed by us in writing.

8.4 Live workshops, school bookings and commissioned services

For workshops, school sessions, community programmes, local authority projects, consultancy, or commissioned services, cancellation and rescheduling terms may be set out in the proposal, invoice, booking email, purchase order, service agreement, funding agreement, or contract.

If no separate cancellation terms have been agreed, we will deal with cancellation and rescheduling fairly and reasonably, taking into account preparation time, venue costs, travel costs, materials purchased, staff/facilitator time, and how much notice was given.

If we need to cancel or reschedule a workshop or service because of illness, emergency, safeguarding concerns, venue issues, or circumstances outside our control, we will offer a suitable alternative date where possible. If an alternative cannot be agreed, we will discuss a refund or credit for any services not delivered, taking into account the terms of the booking.

8.5 How refunds are processed

If a refund is approved, it will normally be returned to the original payment method. Processing times depend on the bank or payment provider. If you have not received an approved refund after a reasonable time, first check with your bank or card provider, then contact us at info@teensknowallacademy.com.

9.Intellectual property

All content on our website and in our resources is owned by or licensed to Teens Know All Academy CIC unless stated otherwise. This includes text, videos, audio, courses, downloads, handbooks, worksheets, cards, slides, scripts, workshop materials, images, branding, logos, designs, and digital files.

You may use our free or paid materials for your own personal learning or within the organisation/group for which the materials were purchased or provided. You must not copy, reproduce, resell, publish, upload, distribute, adapt, translate, record, teach from, train others with, or commercially exploit our materials without written permission.

Schools, local authorities, charities, and organisations may not share materials outside the agreed staff team, class, cohort, project, or commissioned service unless this has been agreed in writing.

If you would like to use our resources in a school, training setting, funded project, or organisation-wide programme, please contact us to discuss permission or licensing.

10. Website comments, uploads and user submissions

Where comments, forms, uploads, or feedback features are enabled, you are responsible for what you submit. You must not submit content that is unlawful, harmful, abusive, threatening, discriminatory, defamatory, private, confidential, misleading, infringing, or unsafe for children or young people.

If visitors leave comments on our website, we may collect the data shown in the comments form, together with the visitor’s IP address and browser user agent string to help spam detection. An anonymised string created from an email address may be provided to the Gravatar service to check whether the visitor uses it. After a comment is approved, a profile picture may be visible to the public in the context of the comment.

If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS), because visitors may be able to download and extract location data from images.

We may moderate, edit, refuse, or remove comments, uploads, feedback, testimonials, or other submissions where we consider this necessary to protect safety, privacy, safeguarding, reputation, legal compliance, or the quality of the website.

11. Media, podcast, photography, video and case studies

We may invite people to take part in audio, podcast, video, photography, testimonial, feedback, or case study activities. Participation is voluntary.

We will only record, photograph, film, publish, or use identifiable contributions from children or young people where appropriate, specific, separate consent has been obtained from the young person where appropriate to their age and understanding, and/or from their parent, carer, guardian, school, local authority, fostering service, or commissioning organisation on their behalf.

We will explain the purpose of the recording, photograph, video, testimonial, or case study when consent is requested. Consent can be withdrawn for future use by contacting us. We will remove material from future use where reasonably possible, but we may not be able to recall material that has already been printed, published, submitted to a funder, shared by a third party, or distributed publicly.

We take extra care with looked-after children, care leavers, and vulnerable young people. We do not use identifiable images or case studies where doing so could disclose care status, safeguarding information, private family circumstances, or other sensitive information without explicit informed consent and appropriate safeguards.

12. Third-party links, embedded content and platforms

Our website and resources may link to or embed content from third-party websites and platforms, such as videos, forms, payment pages, social media, maps, articles, podcasts, or downloadable resources.

Embedded content from other websites behaves as if you visited that website directly. Those websites may collect data about you, use cookies, track your interaction, and apply their own privacy notices and terms. We are not responsible for the content, security, availability, or privacy practices of third-party websites or platforms.

13. Privacy Policy

13.1 What this Privacy Policy covers

This Privacy Policy explains how we collect, use, store, protect, and share personal information when you:

visit our website or landing pages;
submit an enquiry, booking, or contact form;
contact us by email, phone, social media, post, or in person;
book or take part in a workshop, programme, event, or online session;
download, buy, or access a digital resource, course, audio, membership, or freebie;
provide feedback, consent, testimonials, photographs, video, or case studies;
work with us as a school, local authority, fostering service, charity, community organisation, company, funder, contractor, volunteer, facilitator, or partner.

This policy applies to personal information relating to adults, professionals, parents/carers, children, and young people. Where different or additional care applies to children’s data, this is explained below.

13.2 Information we collect

We may collect information you give us directly, including:

name, job title, organisation, and role;
contact details such as email address, phone number, and postal address;
enquiry details, booking information, message content, and correspondence;
details about the group or young people you would like us to work with, such as approximate age range, group size, setting, access needs, safeguarding considerations, or planning information;
parent/carer information where a young person is booked or consented into an activity;
information provided by young people where they contact us directly through our teen resources pages or another route;
feedback, evaluation forms, testimonials, consent forms, and voluntary comments;
payment, billing, invoicing, purchase, and contract information;
any other information you choose to provide.

We may collect information automatically when you use our website or landing pages, including:

IP address, browser type, device information, and approximate technical location information;
website usage information, such as pages viewed, links clicked, form progress, and how visitors navigate the site;
cookie and similar technology information, as explained in the Cookie section.

During workshop or programme delivery, we may collect:

attendance records;
group/session planning information;
feedback and evaluation forms from participants, carers, staff, commissioners, or funders;
safeguarding concerns, incident records, or welfare information where necessary;
photographs, video, or case study material only where separate consent has been obtained.

We do not actively seek to collect special category data such as health information, disability information, ethnicity, religion, or other sensitive personal information unless it is specifically and voluntarily shared with us because it is relevant to safe and appropriate delivery, access arrangements, safeguarding, consent, or legal obligations. Where this happens, we treat it with additional care.

13.3 How we use personal information

We use personal information to:

respond to enquiries and communicate with you;
discuss, plan, book, schedule, and deliver workshops, programmes, digital resources, and services;
manage contracts, purchase orders, invoices, payments, receipts, records, and commissioning arrangements;
create, manage, and provide access to digital resources, courses, downloads, memberships, and audio materials;
maintain attendance, consent, evaluation, feedback, quality assurance, and safeguarding records;
evaluate and improve our workshops, resources, services, and website;
report anonymised or agreed outcomes to commissioners, partners, or funders;
protect children, young people, adults, staff, facilitators, volunteers, partners, and the public;
comply with legal, safeguarding, tax, accounting, regulatory, contractual, and insurance obligations;
send relevant updates or marketing communications where we have consent or another lawful basis to do so;
manage complaints, disputes, legal claims, insurance matters, or organisational governance.

13.4 Our lawful basis for processing

Under UK data protection law, we rely on different lawful bases depending on the situation:

Contract: where processing is necessary to provide a service, digital product, membership, booking, workshop, or agreement requested by you or your organisation.
Legitimate interests: where we need to respond to enquiries, run and improve our organisation, maintain business records, protect our systems, evaluate our services, or communicate with professional contacts in a proportionate way that does not override individual rights and interests.
Consent: where we rely on permission, such as for photography/video, optional marketing, some testimonials, or special category information voluntarily provided for a specific purpose. Consent can be withdrawn at any time.
Legal obligation: where we must keep or share information for safeguarding, tax, accounting, company, regulatory, legal, or insurance reasons.
Vital interests: in rare situations where processing is necessary to protect someone’s immediate safety or life.
Public task or substantial public interest: where relevant to safeguarding or work commissioned by a public authority, and where a lawful condition applies.

13.5 Children’s information

We take particular care with information relating to children and young people, including looked-after children, care leavers, and young people who may be vulnerable due to their circumstances.

Where possible, we collect information about a young person through a parent, carer, guardian, school, local authority, fostering service, charity, or other commissioning/referring organisation rather than directly from the child. We collect only the minimum information needed to plan, deliver, evaluate, and safeguard the session or service.

We do not use children’s personal information for marketing purposes. Where a young person contacts us directly, we handle the message sensitively, avoid asking for unnecessary personal details, and signpost to appropriate support where relevant.

Safeguarding-related information is handled in line with our Safeguarding and Child Protection Policy, shared only with those who need to know, and stored securely with restricted access.

13.6 Sharing personal information

We do not sell personal information. We may share information in limited circumstances, including:

with commissioning organisations such as schools, local authorities, fostering services, charities, community organisations, or funders where necessary to deliver, evidence, evaluate, safeguard, or report on a workshop, programme, or funded project;
with parents/carers or appropriate adults where this is necessary and appropriate for consent, safety, safeguarding, or service delivery;
with third-party service providers who support our operations, such as website hosting, landing pages, forms, email, payment processing, file storage, accounting, administration, design, printing, analytics, or IT providers;
with relevant safeguarding authorities or professionals where there is a safeguarding concern, including a school Designated Safeguarding Lead, local authority children’s services, MASH/MACH, the Local Authority Designated Officer (LADO), a social worker, the police, or emergency services where necessary;
with professional advisers such as our accountant, insurer, legal adviser, safeguarding adviser, or funder auditor where necessary;
where required by law, regulation, contract, safeguarding duty, court order, legal claim, or a valid request from a public authority.

We currently use IONOS to host our main website and Sales Funnels (salesfunnels.io) to host landing pages and process enquiry form submissions. We may also use other reputable platforms for email, file storage, payments, forms, bookings, accounting, design, and communication.

Some providers may store or process information outside the UK or EEA. Where this happens, we aim to use appropriate safeguards, such as adequacy decisions, contractual protections, or Standard Contractual Clauses where required.

13.7 How long we keep information

We keep personal information only for as long as needed for the purpose it was collected and to meet legal, safeguarding, tax, accounting, insurance, contractual, and regulatory obligations. As a general guide:

enquiry and contact form data: up to 24 months if no further engagement occurs, then deleted or anonymised;
booking, attendance, consent, feedback, and workshop records: for as long as needed for delivery, evaluation, evidence, safeguarding, insurance, and contractual purposes;
safeguarding records relating to children and young people: retained in line with safeguarding best practice, typically until the young person’s 25th birthday, or longer where a safeguarding concern, legal claim, or ongoing risk has been recorded;
financial and contractual records: at least 6 years to meet tax, accounting, and business record requirements;
marketing consent records: until consent is withdrawn or the record is no longer needed;
website comments: retained indefinitely unless deleted, so that follow-up comments can be recognised and moderation can be managed;
user account/profile information, if accounts are enabled: retained while the account is active and for a reasonable period afterwards for legal, security, accounting, or support purposes.

Retention periods may be extended where required by law, a commissioning organisation’s policy, a funder’s terms, an insurance requirement, safeguarding best practice, a complaint, a dispute, or a legal claim.

13.8 Keeping information secure

We use appropriate technical and organisational measures to protect personal information, including password-protected systems, access controls, reputable third-party platforms, restricted access to sensitive records, secure storage and disposal of paper records, and careful handling of safeguarding information.

No method of online transmission or storage is completely secure, but we take reasonable steps to protect personal information and respond promptly to suspected data breaches. Where required by law, we will notify the Information Commissioner’s Office (ICO) and affected individuals.

13.9 Your data protection rights

Under UK data protection law, you may have the right to:

ask for access to personal information we hold about you;
ask us to correct inaccurate or incomplete information;
ask us to delete your information in certain circumstances;
ask us to restrict how we use your information;
object to certain processing, including direct marketing;
request that we transfer your information to another organisation where technically feasible;
withdraw consent at any time where we rely on consent.

To exercise any of these rights, contact info@teensknowallacademy.com. We will normally respond within one month. We may need to verify your identity before responding.

If you are unhappy with how we handle your data, please contact us first so we can try to resolve the issue. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk.

13.10 Marketing communications

We may send updates, newsletters, resources, invitations, or service information where you have opted in or where we have another lawful basis to contact you, such as a relevant professional relationship. You can unsubscribe or ask us to stop sending marketing messages at any time.

We do not use children’s personal information for marketing.

13.11 Automated decision-making

We do not use personal information to make solely automated decisions that have legal or similarly significant effects on individuals.

14. Cookie Notice

Cookies are small text files placed on a device when someone visits a website. Similar technologies can also store or access information on a device.

Our website and landing pages may use cookies to:

make the website and forms work properly;
keep the site secure;
remember form progress or preferences;
support comments, logins, account access, checkout, or membership functionality where enabled;
provide basic visitor statistics or performance information.

Our website may use cookies set by WordPress, IONOS, Sales Funnels, payment providers, embedded content providers, security tools, or other platforms used to run the site and services.

Where comments are enabled, visitors may choose to save their name, email address, and website in cookies for convenience so they do not have to fill in details again. These cookies may last for one year.

If login pages or account areas are enabled, temporary and login-related cookies may be set to check whether the browser accepts cookies, save login status, remember display choices, or keep someone logged in where they select “Remember Me”.

If article editing or publishing features are enabled for authorised users, an additional cookie may be saved in the browser to indicate the post ID of the article just edited. This normally expires after one day.

We do not currently use additional third-party advertising or analytics cookies such as Google Analytics or Meta Pixel. If this changes in the future, we will update this policy and, where required, request consent before non-essential cookies are set.

You can manage or block cookies through your browser settings. Some essential parts of the website may not work properly if essential cookies are blocked.

15. Safeguarding and Child Protection Policy

15.1 Policy statement

Teens Know All Academy CIC is committed to safeguarding and promoting the welfare of all children and young people we work with. Every child and young person has the right to be protected from harm, regardless of age, gender, ethnicity, disability, sexuality, religion, background, or circumstances.

This commitment applies with particular care to looked-after children, care leavers, and young people who may be more vulnerable due to their circumstances. Safeguarding is everyone’s responsibility. This policy applies to all staff, freelance facilitators, volunteers, trustees/directors, contractors, and anyone working on behalf of Teens Know All Academy CIC.

15.2 Scope and legal framework

This policy applies wherever we deliver sessions, including schools, local authority premises, fostering services, charity premises, community venues, online sessions, events, partner venues, and any other setting where we work with young people.

This policy has been written with reference to relevant safeguarding law and guidance, including:

Children Act 1989 and Children Act 2004;
Working Together to Safeguard Children, current statutory guidance;
Keeping Children Safe in Education, where sessions are delivered on school or college premises;
the Care Planning, Placement and Case Review (England) Regulations 2010, where relevant to looked-after children;
UK GDPR and the Data Protection Act 2018, in relation to safeguarding information;
relevant local safeguarding partnership procedures in the areas where we deliver sessions.

15.3 Roles and responsibilities

Our Designated Safeguarding Lead (DSL) is:

Cosmina C Muresan, Founder/Director

Phone: 07469 486884

Email: info@teensknowallacademy.com

Deputy Designated Safeguarding Lead: to be appointed.

As the sole founder currently delivering sessions, Cosmina C Muresan is the organisation’s DSL. Teens Know All Academy CIC also has a second director, Adela Bunea, who does not currently deliver sessions or attend schools/workshops and has not yet completed safeguarding training. A Deputy DSL will be appointed once a second suitable individual has completed appropriate safeguarding training. This may be Adela Bunea once trained, or another employee, freelancer, volunteer, or regular facilitator as the organisation grows.

The DSL is responsible for acting as the first point of contact for safeguarding concerns, deciding on and taking necessary action, liaising with local authority children’s services and the Local Authority Designated Officer (LADO) where needed, keeping accurate safeguarding records, and ensuring this policy is understood and reviewed.

If the DSL is unavailable, or if a concern relates to the DSL directly, concerns should be reported to the host organisation’s own safeguarding lead, such as the school Designated Safeguarding Lead, local authority duty team, fostering service, social worker, or commissioning organisation. Where appropriate, concerns may also be raised with the NSPCC Whistleblowing Advice Line or relevant local authority.

15.4 Responsibilities of staff, facilitators and volunteers

Everyone delivering sessions on behalf of Teens Know All Academy CIC must:

understand and follow this policy;
treat any safeguarding concern seriously;
report concerns promptly to the DSL and always on the same day;
behave in line with our Code of Conduct;
complete safeguarding training before working unsupervised with young people;
refresh safeguarding training at least every three years, or sooner if guidance changes or the role requires it;
follow the safeguarding procedures of any host school, local authority, venue, or commissioning organisation.

15.5 Safer recruitment

Before anyone delivers sessions with young people on our behalf, we will take appropriate safer recruitment steps, which may include:

enhanced DBS checks, including barred list checks where appropriate for the role;
checking identity;
obtaining and checking references, including from a role involving children where applicable;
confirming relevant qualifications, experience, and suitability;
ensuring the person has read and signed safeguarding expectations and the Code of Conduct;
ensuring appropriate induction and safeguarding training before unsupervised contact with young people.

We will keep a single central record or appropriate recruitment record of checks for anyone working with children on our behalf. DBS checks will be repeated or updated in line with current guidance, role requirements, and organisational policy.

15.6 Code of conduct when working with young people

Anyone working with young people on behalf of Teens Know All Academy CIC must:

treat all young people with dignity, respect, fairness, and kindness;
maintain professional boundaries at all times;
avoid being alone with a single young person wherever possible; if unavoidable, ensure this happens in a visible, open, professional setting and is reported to the session lead or host organisation;
never use physical punishment;
use physical contact only where necessary to prevent injury or protect safety, and only in a reasonable and proportionate way;
never form inappropriate personal relationships with young people, including through social media or personal messaging;
not share personal phone numbers, personal email addresses, or personal social media accounts with young people;
ensure all contact goes through the organisation, parent/carer, school, local authority, fostering service, or commissioning body as appropriate;
be sensitive to the additional vulnerability of looked-after children and care leavers, including family, placement, trauma, and care history;
never ask a young person to disclose or discuss care status, family difficulties, trauma, or private information in front of peers;
challenge and report behaviour by colleagues, volunteers, or partners that does not meet safeguarding standards;
follow any site-specific rules set by the host organisation or venue.

15.7 Recognising abuse and safeguarding concerns

Staff and facilitators should be alert to signs of abuse, neglect, harm, or exploitation. This may include:

physical abuse, such as hitting, shaking, burning, poisoning, or causing physical harm;
emotional abuse, such as persistent humiliation, fear, rejection, intimidation, controlling behaviour, or exposure to conflict;
sexual abuse, including contact and non-contact abuse, online abuse, grooming, exploitation, and harmful sexual behaviour;
neglect, such as failure to meet a child’s basic physical, emotional, educational, or medical needs;
child criminal exploitation, child sexual exploitation, county lines, trafficking, radicalisation, online harm, bullying, self-harm indicators, missing episodes, peer-on-peer abuse, or domestic abuse exposure;
risks that may particularly affect looked-after children and care leavers, such as placement instability, reduced family oversight, exploitation, missing episodes, or pressure from unsafe adults or peers.

15.8 Responding to a disclosure or concern

If a young person discloses something or you notice something concerning, you should:

stay calm and listen carefully;
reassure the young person that they were right to tell you;
avoid showing shock, disbelief, judgement, or panic;
not ask leading questions or investigate the concern yourself;
not promise to keep the disclosure secret;
explain gently that you need to tell someone who can help keep them safe;
write down what was said or observed as soon as possible, using the young person’s own words where possible;
record the date, time, location, who was present, what was said/seen, and what action was taken;
report the concern to the DSL immediately and always on the same day.

The DSL will decide on next steps. This may include contacting the young person’s school safeguarding lead, social worker, parent/carer where appropriate and safe, local authority MASH/MACH, children’s services, LADO, police, or emergency services.

If a child is in immediate danger, call 999 without delay.

15.9 Working with looked-after children and care leavers

Where we work with local authorities, fostering services, schools, charities, or organisations supporting looked-after children and care leavers, we will take additional care. Wherever possible, we will liaise with the social worker, Personal Adviser, designated teacher, carer, or commissioning organisation before a session to understand any relevant information needed to keep the session safe and appropriate.

We will not require young people to disclose their care status to the group. We will design session content so it does not single out, identify, embarrass, or pressure care-experienced young people. We aim to be a consistent, low-pressure, respectful presence rather than another authority figure.

Any safeguarding concern relating to a looked-after child will be reported to the DSL immediately and, in addition to standard reporting routes, we will inform the young person’s social worker or commissioning local authority as appropriate.

15.10 Information sharing and confidentiality

We will share safeguarding information only with those who need to know in order to protect a child or young person, comply with safeguarding guidance, meet legal obligations, or manage risk.

Confidentiality will never be promised to a young person in a way that prevents us from acting on a safeguarding concern. Safeguarding records are stored securely, separately from general administrative records where practical, with access limited to the DSL and any appointed Deputy DSL or relevant safeguarding professional where necessary.

15.11 Online safety and use of technology

Where any part of our work takes place online or uses digital materials, we will:

use appropriate and secure platforms;
avoid personal social media accounts for contact with young people;
follow the host organisation’s online safety and acceptable use policies;
ensure an appropriate adult from the host organisation is present or contactable during online sessions where appropriate;
only take or use photographs, video, audio, screenshots, or recordings in line with this policy, our Privacy Policy, and appropriate consent;
avoid unnecessary collection of personal information from young people online.

15.12 Whistleblowing and concerns about adults

Anyone working with us who has a concern about the conduct of a colleague, volunteer, facilitator, partner, director, or another adult should raise this with the DSL. If the concern relates to the DSL, it should be raised with the host organisation’s safeguarding lead, relevant local authority, LADO, or NSPCC Whistleblowing Advice Line as appropriate.

No one will be penalised for raising a genuine safeguarding concern in good faith.

15.13 Training

All staff and facilitators will complete safeguarding training appropriate to their role before working unsupervised with young people and refresh this at least every three years, or sooner if guidance changes significantly. The DSL will complete more detailed Designated Safeguarding Lead training and refresh it at least every two years or in line with current best practice.

15.14 Record keeping and policy review

We keep written records of safeguarding concerns, decisions, actions taken, and outcomes. Records are stored securely and retained in line with this Privacy Policy, safeguarding best practice, and any legal or contractual requirements.

This Safeguarding and Child Protection Policy will be reviewed at least annually, or sooner if there is a significant safeguarding incident, change in law or guidance, change in delivery model, or organisational growth.

15.15 Key safeguarding contacts

Designated Safeguarding Lead: Cosmina C Muresan, 07469 486884, info@teensknowallacademy.com

NSPCC Helpline: 0808 800 5000

Childline: 0800 1111

Emergency: 999

Local Authority Designated Officer (LADO), Multi-Agency Safeguarding Hub (MASH/MACH), children’s services, and local safeguarding partnership contact details vary by local authority area. Current contact details for the relevant local authority will be confirmed and recorded internally at the point of booking with each commissioning organisation and are available from the DSL on request.

16. Complaints and concerns

If you have a concern about our website, services, resources, booking, data handling, safeguarding, or conduct, please contact us at info@teensknowallacademy.com.

We will take complaints seriously and respond as soon as reasonably possible. Safeguarding concerns will be prioritised and handled in line with the Safeguarding and Child Protection Policy.

17. Limitation of liability

We aim to provide accurate, helpful, and safe educational content and services. However, we do not guarantee that our website, resources, courses, downloads, or services will always be available, uninterrupted, error-free, or suitable for every individual situation.

To the fullest extent permitted by law, Teens Know All Academy CIC will not be liable for indirect, incidental, consequential, or financial losses arising from use of our website or resources. Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights, or any duty that cannot legally be excluded.

18. Changes to these terms and policies

We may update these terms and policies from time to time to reflect changes in our services, website, legal requirements, safeguarding guidance, platforms, or organisational practices. The “Last updated” date at the top of this page shows when the page was last updated.

We encourage you to review this page periodically. If we make significant changes, we may take reasonable steps to bring them to your attention.

19. Governing law

These terms and policies are governed by the laws of England and Wales. Any disputes will be dealt with by the courts of England and Wales, unless consumer law gives you the right to bring a claim elsewhere.

20. Contact details

For questions, support, data requests, complaints, refund requests, safeguarding concerns, or general enquiries, please contact:

Teens Know All Academy CIC

Email: info@teensknowallacademy.com

Phone: 07469 486884

Website: https://teensknowallacademy.com

Registered office: Portland House, Belmont Business Park, Durham, DH1 1TW

Data Protection Contact: Cosmina C Muresan, Founder/Director

Designated Safeguarding Lead: Cosmina C Muresan, Founder/Director