Understand the service
Know that you are interacting with an AI-assisted information and support platform, not a doctor, emergency responder or treatment service.
Terms of use
Clear expectations.
Safer support.
These terms explain how the Support Never Stops website and AI-assisted harm-reduction platform are intended to be used, what users can expect from the service, and the important limits that help keep everyone safe.
Using SNS safelyThree things to remember
1
Information, not diagnosisGuidance does not replace professional care
2
Emergency services firstCall 999 or 112 when someone is in immediate danger
3
Use the service responsiblyDo not misuse, disrupt or misrepresent the platform
Safety firstRespectful useHuman support matters
Draft for formal approval
These terms must be legally reviewed before the live service launches.
The operating legal entity, age scope, service model, liability provisions, contractual arrangements, governing law and jurisdiction must be confirmed. Local deployments may also need supplementary terms agreed with the commissioner or provider.
The essentials, before you start.
Support Never Stops is intended to make trusted harm-reduction information and pathways easier to reach. It is not an emergency response service, a substitute for professional assessment, or a guarantee that a particular service, referral or outcome will be available.
Act on urgent risk
Do not wait for an online response when someone may be overdosing, unconscious, having difficulty breathing or otherwise in immediate danger.
Use it respectfully
Use the platform for genuine information, support and service-navigation purposes without harming others or interfering with its operation.
Check important information
AI-generated guidance can be incomplete or mistaken. Confirm critical decisions, medicine instructions and local service details with an appropriate professional.
Agreement and eligibility
Using the service means agreeing to the applicable terms.
The final terms should identify the legal organisation providing Support Never Stops. If a commissioner or service operates a locally configured deployment, additional local conditions may apply and should be shown before use.
i
Do not agree?Contact us before using the platform
Individual users
You should have the capacity to understand these terms and use the service only within any age or eligibility rules displayed for your local deployment.
Professionals and organisations
You must have authority to act for your organisation and comply with professional, safeguarding, confidentiality and information-governance duties that apply to your role.
Local or supplementary terms
Commissioned versions may include additional referral, data-sharing, availability or workforce conditions. Where terms conflict, the final contract must state which provisions take priority.
What Support Never Stops provides
Accessible information, guided conversations and routes to further support.
The precise features may vary by location and stage of development. The final live service should clearly show which functions are available before a user relies on them.
Conversation
AI-assisted guidance
Non-judgemental harm-reduction information tailored to the question and context a user chooses to share.
Pathways
Signposting and referrals
Information about relevant local or national services and, where implemented, a user-chosen route to request contact or referral.
Safety
Risk-aware prompts
Prompts intended to recognise urgent concerns, encourage emergency action and reinforce important harm-reduction steps.
Insight
Anonymised reporting
Where commissioned and governed, aggregate insight intended to help services understand needs, demand and referral pathways.
Support Never Stops does not promise a particular answer, referral, appointment or outcome.
Availability depends on the information provided, system status, local configuration and third-party service capacity. Users remain responsible for seeking appropriate professional or emergency help when needed.
Important service boundaries
What the platform is—and what it is not.
These boundaries should be displayed clearly at the point of use, especially where a person may be distressed, intoxicated, concerned about overdose or seeking clinical advice.
The platform can
The platform cannot
What the user should do
Provide harm-reduction informationExplain safer practices, warning signs and practical options.
Diagnose a condition, prescribe treatment or replace a qualified clinician.
Use the guidance as information and seek professional advice for personal clinical decisions.
Prompt urgent actionRecognise language that may indicate immediate danger and advise emergency help.
Dispatch an ambulance, continuously monitor a person or guarantee that risk has been identified.
Call 999 or 112 immediately when someone is in danger; do not wait for the platform.
Show service optionsDisplay configured contact details, pathways and possible referral routes.
Guarantee that information is unchanged, a service will accept a referral or an appointment will be available.
Confirm opening times, eligibility and urgent arrangements directly with the service.
Support reflection and preparationHelp a person organise questions or think about next steps.
Create a clinician–patient, therapist–client, solicitor–client or other professional relationship.
Contact an appropriate professional where assessment, treatment or formal advice is required.
AI-assisted responses
AI supports the conversation, but it can still make mistakes.
Responses may be generated or organised using approved AI technology alongside safety rules, curated knowledge and governance controls. No automated system can understand every circumstance or guarantee complete, current or error-free information.
- Users should be clearly told that they are interacting with AI.
- Do not treat a response as a medical diagnosis, prescription or instruction to ignore professional advice.
- Check critical information, particularly doses, interactions, service details and emergency action.
- Report a response that appears unsafe, discriminatory, inaccurate or inappropriate.
Responsible and acceptable use
Use the platform for genuine support—not to cause harm or disrupt the service.
Security, safeguarding and service-quality controls may be used to detect or respond to misuse. The final enforcement process should remain proportionate and take account of users who may be distressed or otherwise vulnerable.
Be genuine
Do not impersonate another person, submit deliberately false referrals or misrepresent your authority, identity or professional role.
Do not cause harm
Do not use SNS to threaten, harass, exploit, deceive, encourage dangerous behaviour or facilitate unlawful activity.
Respect security
Do not probe, bypass, overload, introduce malicious code, scrape at scale or attempt unauthorised access to systems, accounts or data.
Respect content
Do not copy, republish or commercially exploit platform content, branding, code or datasets except where permission or law allows.
Immediate danger or suspected overdose
Call 999 or 112 now. Do not wait for Support Never Stops to respond.
This includes someone who is unconscious, not breathing normally, having a seizure, severely confused, experiencing chest pain, or where there is an immediate risk of serious harm. Follow emergency-service instructions and use naloxone where available and appropriate.
Referrals and third-party services
A link or referral does not make another organisation part of SNS.
External services remain responsible for their own eligibility criteria, opening times, clinical decisions, availability, privacy practices and terms. Their information can change without notice.
Choice
A referral should normally be offered transparently and made only through the approved pathway.
Availability
Service listings, opening times and appointment capacity may change and should be checked directly.
Eligibility
Another service may apply its own geography, age, clinical or other eligibility requirements.
Responsibility
The receiving organisation is responsible for its professional decisions and the service it provides.
Privacy
Where information is passed for a referral, the relevant privacy notice and agreed data-sharing process apply.
No endorsement
A link does not necessarily mean SNS endorses every statement, service or resource on an external site.
Professional judgement
Professionals must continue to use their own judgement and follow their organisation’s policies.
Report changes
Tell us if a listed service appears closed, inaccurate or unsafe so the information can be reviewed.
Found an inaccurate service listing or unsafe response?
Email info@supportneverstops.co.uk with enough information for the team to investigate. Do not include unnecessary sensitive personal details.
Intellectual property
SNS content, branding, software and design remain owned by their respective rights holders. Users receive a limited right to access the service for its intended purpose.
User-provided information
You keep any rights you have in your input. You permit the approved platform and processors to host, process and transmit it only as needed to provide, secure and govern the service.
Availability and changes
Features may be maintained, improved, withdrawn or temporarily unavailable. Material changes to these terms should be explained clearly and given a stated effective date.
Suspension and misuse
Access may be restricted where reasonably necessary to protect users, services, systems or the public. The final terms should explain review and appeal routes where appropriate.
Responsibility and liability
The final clause must be fair, transparent and appropriate to the live service.
Support Never Stops should not use a blanket disclaimer to remove rights or responsibilities that the law does not allow to be excluded. Consumer, professional and commissioning relationships may require different provisions.
Rights remain protected
Nothing should exclude statutory consumer rights or liability where exclusion is unlawful, including applicable liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Information has limits
The service cannot guarantee that every response, third-party listing or pathway is complete, current, suitable or free from error.
Foreseeable loss
Any limitation should address losses that were reasonably foreseeable and distinguish public users from organisations using SNS for business purposes.
Third parties
SNS is not responsible for the independent acts, decisions or availability of external services, except where the law or a contract provides otherwise.
Questions, complaints or concerns
Please contact us so the issue can be reviewed.
The final terms should identify the operating legal entity, postal address, complaint process and any applicable escalation route. Privacy questions are handled under the separate Privacy Policy.
Document statusPrototype terms—requires independent legal, clinical-safety and governance approval
VersionDraft 0.1
Effective dateTo be confirmed
Governing lawTo be confirmed for the final operating model