Independent Age makes every possible effort to ensure that the information published on its website is accurate and up to date, but does not accept any responsibility for errors or omissions and reserves the right to make amendments at any time and without prior notice.

Independent Age does not accept any responsibility for any loss or damage suffered by you (directly or indirectly) by making use of the information on its website.


Unless otherwise stated, the copyright and other rights in all material published on belongs to Independent Age and/or Independent Age's licensors (as the case may be).

As a visitor to this website, you may download material from this website on a single computer for your own personal, non-commercial use only. You may print out single copies of pages from this website for the sole purpose of enabling you to retain a copy for your own personal records. No other use or reproduction is permitted without the explicit prior written consent of Independent Age. Requests for such approval should be directed to:

Independent Age
18 Avonmore Road
London W14 8RR

Alternatively, email the communications team.

Please give details of your intended use of the relevant material and include your contact details: name, address, telephone number, and email.

Some documents and photos have been published on this site with the permission of the relevant copyright owners (who are not Independent Age). You may download such third party material as part of the relevant web page on a single computer for your own personal, non-commercial use only. All other rights to such materials are reserved to the relevant copyright holder and, for all other uses, permission to copy such materials must be obtained in advance from the relevant copyright owner (the sources are indicated within these documents/photographs).


All photographs on this site are the copyright of Independent Age unless otherwise specified.


Independent Age provides links to third party websites for the convenience of users at its discretion. By linking to these websites Independent Age in no way endorses the contents, views or information held on such sites.

Independent Age is not responsible for any loss, additional costs or damage arising or suffered as a result of using the links provided to third party websites.

Third parties wishing to reciprocally link to Independent Age's website should contact the online team.

Virus protection

We make every effort to check and test material at all stages of production. It is always wise to run an anti-virus program on all material downloaded from the internet. We cannot accept any responsibility for any loss, disruption or damage to your data or your computer system which may occur whilst using material derived from this website.

These terms and conditions for website use shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising under these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Please also refer to our comments policy, copyright statement and privacy policy for additional terms that will apply in relation to your use of the website.

Privacy and cookies policy

Read our privacy and cookies policy here.


It is important to us that everyone viewing the website can do so easily. Please see below tips that are designed to help with accessibility issues. This website is built to Level A standard as stipulated by the Web Accessibility Initiative

To increase or decrease text size:
For Microsoft Internet Explorer and Mozilla Firefox users: Use the View > Text Size options in the browser menu.
For Apple Safari users: Use the Safari > Preferences > Appearance options in the browser menu.


All images have descriptive alternative text to aid the use of screen reader software.

Layout and colour

Pages have been designed and colours chosen for contrast to aid visually impaired users.

Comments policy

Any comments submitted to the site will be checked by a site administrator. Comments that are submitted for posting on the site will be posted within one working day and will not be edited (except for comments which contravene this comments policy, which will not be posted).

By submitting a comment to this site you agree to comply with the following code of conduct.

Identification: When you leave a comment on this website you must provide your real name, job title and organisation. This will be displayed alongside your comment when it is published on the website. You must not represent yourself as any other person.

Conduct and respect: You must ensure that your comment is relevant to the topic under discussion. You must always be civil and respectful to other website users and must not submit any comment that is likely to deceive, upset or annoy any other person. The use of swear words or other profanities will not be accepted. We also recommend that you disclose any relevant interests (e.g., political, commercial) that you hold.

Advertising and promotion: Your comment must not contain advertising or promotional material, except when it is for an event, publication or similar product that has direct relevance to the topic being discussed, and where the placing of such advertisement or promotional material has been approved by us in writing in advance.

Legal liability: You are legally liable for the content of comments that you submit to this site. Your comment must not contain material that is obscene, offensive, defamatory or otherwise illegal. This includes material that promotes violence, sexually explicit material, or material, which promotes discrimination on any grounds. You must not submit any material, which, if used or reproduced by us, could give rise to any third party claims. You must not post on the website any material which has been disclosed to you in confidence or which compromises the privacy of anyone other than yourself. By submitting a comment to this website, you warrant that we are not responsible, or liable to any third party, for the content or accuracy of any material posted by you or any other user of our site and you agree to indemnify us and our project partners from any and all claims and liabilities (including legal fees) which arise from your comments or any other material you submit to the site.

We have the right (but not the obligation) to edit or remove comments at our sole discretion without the need to give any reason for doing so.

In submitting comments to this website, you grant Independent Age the royalty-free, perpetual, non-exclusive, unrestricted right and license to use, and reproduce such content (including the right to sub-license).

Please let us know by emailing the communications team if you find any comment to be objectionable.

Complaints procedure

We are accountable. If you have a query about our fundraising, please don't hesitate to contact us. If you are unhappy with anything we’ve done whilst fundraising, you can call us to make a complaint on 0207 605 4223email us or post a letter to Supporter Operations:

Supporter Operations Team
Independent Age
18 Avonmore Road
London W14 8RR

Please make any formal complaint against the charity in writing, by letter or email, as soon as possible but no later than within three months of the alleged incident.

Once a complaint has been received Independent Age will write and inform the complainant, within three working days, that an investigation has been undertaken.

Our fundraising promise

We are a member of the Fundraising Regulator (FR) and abide by their Codes of Practice and the Fundraising Promise.

Donation refund policy

At Independent Age, we are committed to supporting our donors and we work hard to ensure that you enjoy your giving experience as this is truly making a difference to the lives of older people. However, we understand that sometimes errors can occur. 
It should be noted that under charity law, charities are not obliged to refund donations, other than in specific circumstances. The Charities Act 2011 can be found here.

There may be times when you need to contact one of our Supporter Operations Team to discuss your donations and any discrepancies that have led you to request a refund. Should such an occasion arise, you can contact one of our team by emailing or by calling 020 7605 4223. 

We are committed to giving the highest standard of care to our supporters and will assist you as best we can with your enquiry. If it is a refund you are requesting, we may ask you to provide additional details about your donation. In some cases, if you are unable to provide evidence of your donation, we will be unable to proceed with your request. However, we will aim to make a decision and get back to you within five working days.

Cancelling your order

You can cancel your order and receive a full refund within 30 days (including postage costs where applicable), in the following circumstances:

  • Within 7 days of your order being confirmed in writing by Independent Age. Order confirmation is made by email from Independent Age to the address you submitted to Independent Age during the account set up process
  • Within 8 days of receipt of goods
  • You do not need to specify a reason for cancellation under the above circumstances.

Your obligations when cancelling an order

Cancellation must be made in writing, by fax or email to the address shown on your invoice/packing slip or on the Contact us page of the website.

You are responsible for the safe return of cancelled goods. Goods should be returned undamaged within 30 days of cancellation with their original packaging. If you fail to return the goods and Independent Age is forced to make arrangements for collection, we will charge you the direct cost of recovery. If you return the goods with insufficient postage, Independent Age will charge you any postal fees incurred in accepting the package.  You have a statutory duty to retain possession of the goods and take reasonable care of them.

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