Terms and Conditions

1. Introduction

These Terms and Conditions govern the issuance and use of the National Carers Card, provided by National Disability Card Ltd ("we", "us", "our", "NDC").

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By applying for, paying for, or using a National Carers Card, you ("you", "applicant", "cardholder") agree to be bound by these Terms and Conditions. These Terms should be read alongside our Privacy Notice (nationalcarerscard.org.uk/privacy-policy).

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Nothing in these Terms affects your statutory rights as a consumer under UK law.

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2. About us

• National Disability Card Ltd (trading as the National Carers Card; the company also trades as DisabilityID, our registered trade mark)

• Registered in England and Wales, company number 12275048

• Registered office: 15a Deben Mill Business Centre, Old Maltings Approach, Melton,

Woodbridge, England, IP12 1BL

• VAT number: 381114228

• ICO registration: ZA733593

• Contact: info@disabilityid.co.uk

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3. Definitions

• Cardholder: the individual to whom the National Carers Card is issued.

• Carer: an individual who provides unpaid care to someone who needs help due to illness,

frailty, disability, mental health problems, or addiction.

• Caree: the person being cared for. The caree is not the cardholder.

• Card: the National Carers Card.

• Website: nationalcarerscard.org.uk and any sub-domains.

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4. Eligibility

To apply for a National Carers Card, you must:

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• Have a UK address to which the card can be sent.

• Provide unpaid care to a caree who needs help due to illness, frailty, disability, mental health

problems, or addiction.

• Provide a clear photograph of yourself (the cardholder) suitable for ID purposes.

• Complete a declaration about the care you provide. We may ask for further information

where we need to check an application.

• Give us the information requested on the application form, accurately and completely.

• Pay the application fee.

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The National Carers Card is available to carers aged 5 and over. Applications for a carer under 16 must be made by a parent or person with parental responsibility; the card is then issued to the young carer. Carers aged 16 or 17 may apply for themselves, or a parent or guardian may apply for them. Where an organisation (for example a council, employer, or charity) arranges or funds cards for individuals, it must do so with each individual’s agreement; these Terms apply to each cardholder once the card is issued.

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We reserve the right to decline any application that we consider does not meet the eligibility criteria.

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Any decision to decline an application is reviewed by a person on our team and is not made by automated processing alone.

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5. Application process and verification

1. You submit an online application via the Website, including your details, photograph, and declaration about the care you provide.
2. We review your application and verify your eligibility.
3. We may contact you for further information if needed.
4. Where your application is approved, we will print and dispatch your card.
5. Where your application is declined, we will explain our reasons and refund the application fee in full.

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We aim to decide applications promptly, usually within one working day, and to dispatch approved cards within 2 working days, but cannot guarantee specific timeframes.

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6. Fees and payment

Fees for the National Carers Card and any associated products (lanyards, RADAR keys, etc.) are shown on the Website at the point of purchase. All fees include VAT where applicable. The

application fee is the price of your card: each card is a bespoke item, personalised and made

specifically for you, so the fee is a one-off payment for goods. It is not a membership or subscription fee, and paying it does not create any membership or entitlement to ongoing benefits.

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Payments are processed by Stripe, our payment processor. NDC does not see or store your full card number. By submitting payment, you authorise NDC to charge the amount stated to your chosen payment method.

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7. Validity and renewal

• The National Carers Card is valid for 2 years from the date of issue.

• To renew, you make a new application via the Website. The fee for a renewal is the same as

the fee for a new application, and is shown on the Website at the point of purchase.

• We may send renewal reminders to your registered email address as a service message.

• If your card has expired and you do not renew within 12 months of expiry, your account and

personal information are deleted (see our Privacy Notice).

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8. The card

The National Carers Card must show your photograph and other required information to be valid. The card is non-transferable: only the cardholder may use it. Any use by another person voids the card. If you choose the optional emergency contact QR code, the phone number you provide is encoded as a QR code on the card (only the number, never the contact’s name). The code is printed on the card itself so that it works in an emergency without a data connection, which means it cannot be changed or removed once the card has been produced. You must have your contact’s agreement before giving us their number, and changing or removing the number requires a replacement card, for which a fee may be charged.

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The card remains the property of NDC. We may revoke a card where:

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• Your eligibility ceases.

• You have provided false or misleading information.

• The card has been misused (for example, used by someone else, defaced, or used to claim

discounts to which you are not entitled).

• These Terms have been breached in any material way.

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Where we revoke a card, you must destroy it or return it on request. No refund of fees is given in cases of revocation for misuse or false information.

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9. Lost, stolen, or damaged cards

If your card is lost, stolen, or damaged, please tell us as soon as possible. A replacement card can be issued at the current replacement fee (shown on the Website). Until a replacement is issued, the lost card is treated as cancelled and may not be used.

If you suspect your card has been used by someone else, contact us so we can revoke the original number and issue a replacement.

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10. Cancellation and refunds

Statutory cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you would normally have 14 days from receipt of your order to cancel and request a refund. However, Regulation 28(1)(b) provides an exception for goods made to the consumer's specifications or clearly personalised. Because each card is bespoke (it shows your name, photo, and a unique card number, and is produced specifically for you), the 14-day cancellation right does not apply to the card itself.

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As a goodwill measure, we will nevertheless allow you to cancel your card order and receive a full refund at any time before production of your card begins; we will tell you when production starts.

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The 14-day cancellation right applies in full to any non-personalised items you buy from us (for

example, lanyards and RADAR keys).

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Other refunds

In addition to the statutory position above:

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• If your card arrives damaged, faulty, or with errors caused by us, we will replace it at no

charge or, where the law entitles you to one, give you a refund.

• If we make a mistake that materially affects your ability to use the card, we will work with

you to put it right, which may include a refund.

• If your application is declined after payment, you will receive a full refund of the application

fee.

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Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015 (goods must be of satisfactory quality, fit for purpose, and as described).

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11. Disclaimers and limitations on the scheme

The National Carers Card is a form of identification and verification only.

• It is not a membership service, subscription, or contract for ongoing benefits.

• Any discounts, concessions, or advantages offered to cardholders are discretionary to

participating venues, businesses, organisations, or partners. We do not control them and

they may be withdrawn or changed at any time.

• The purchase of the card does not guarantee access to any specific benefit, service, or

discount.

• We do not guarantee that any organisation, venue, or service provider will recognise or

accept the National Carers Card.

• We are not responsible for any loss, cost, or inconvenience arising from a third party's

refusal to accept the card or honour any associated benefit.

• The National Carers Card is not a parking permit, bus pass, railcard, blue badge, or formal

proof of disability for any statutory benefit.

• The card does not, by itself, prove the eligibility of the caree for any benefit, treatment, or

service. Holding a National Carers Card does not, by itself, entitle you to VAT relief on any

purchase.

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12. RADAR Key

Applicants who purchase a RADAR Key alongside their application certify that the key will be used in the performance of their duties as a carer (typically, to support a disabled caree in accessing accessible toilets). VAT is charged on the purchase of the RADAR Key in accordance with HMRC's published rules.

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13. Accuracy of information

You are responsible for the accuracy and currency of the information you give us. You must tell us promptly if your name, address, contact details, or eligibility as a carer change. We may revoke your card or refuse renewal where you have given false or misleading information.

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14. Misuse and fraud

The following are misuse of the card and may result in revocation, refusal of future applications, and (where applicable) reporting to the police:

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• Using a card that does not belong to you.

• Allowing someone else to use your card.

• Photocopying, scanning, or otherwise reproducing the card to mislead a venue or business.

• Providing false information on an application.

• Making payments that you do not have the right to make (e.g. using stolen payment details).

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We cooperate with law enforcement and venues in investigating suspected misuse.

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15. Liability

We accept liability for losses you suffer because we have breached these Terms or acted negligently, but only to the extent that those losses were reasonably foreseeable.

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Except where required by law, our total liability to any cardholder in connection with the card and its use shall not exceed the amount you paid for the card itself.

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Nothing in these Terms excludes or limits our liability for:

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• Death or personal injury caused by our negligence.

• Fraud or fraudulent misrepresentation.

• Anything else that cannot be excluded or limited under UK law.

We are not liable for:

• Loss caused by a third party (for example, a venue declining to honour a benefit).

• Loss caused by events outside our reasonable control (see Section 17 — Force majeure).

• Indirect or consequential losses.

• Loss of profits, business, or goodwill.

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16. Data protection

We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003. NDC is the data controller for your personal information. We are registered with the Information Commissioner's Office under reference ZA733593.

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For details of how we use your personal information, see our Privacy Notice on the Website.

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17. Force majeure

We are not liable for any failure or delay in performing our obligations under these Terms where caused by events outside our reasonable control, including (without limitation) fire, flood, storm, epidemic, pandemic, war, civil disorder, industrial action, postal disruption, supplier failure, internet or telecommunications failure, and acts of government.

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18. Variation

We may update these Terms from time to time to reflect changes in our service, the law, or best practice. The current version is always published on the Website. Any change takes effect from the date of publication.

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Where a change materially affects your rights, we will tell you by email at least 14 days before it takes effect.

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19. Communication

We will normally contact you by email at the address you gave us on application. Please keep your contact details up to date.

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20. General

• Entire agreement. These Terms (together with any documents they expressly refer to) form

the entire agreement between you and us in relation to the card.

• Severance. If any provision of these Terms is found to be unenforceable, the rest of the

Terms continue to apply.

• Waiver. Our failure to enforce a right does not amount to a waiver of that right.

• Assignment. You may not transfer your rights under these Terms to anyone else. We may

transfer our rights where we reasonably believe your rights will not be affected.

• Third party rights. A person who is not a party to these Terms has no rights under the

Contracts (Rights of Third Parties) Act 1999 to enforce them.

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21. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales, except that if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.

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22. Complaints

If you are unhappy with the card or our service, please contact us first at info@disabilityid.co.uk and we will do our best to put things right. We aim to acknowledge complaints within 5 working days and to resolve them within 30 days.

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If you remain unhappy, you may have a right to refer your complaint to:

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• The Information Commissioner's Office — for data protection matters (ico.org.uk).

• The Citizens Advice consumer service — for general consumer issues

(citizensadvice.org.uk/consumer).

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23. Contact

For any questions about these Terms or your card:

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• Email: info@disabilityid.co.uk

• Post: 15a Deben Mill Business Centre, Old Maltings Approach, Melton, Woodbridge,

England, IP12 1BL

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Version: August 2026.