Terms and conditions
We hope you enjoy using the Royal Air Force Benevolent Fund website, whether you want to find out how we help members of the RAF Family or want to know how you can get involved with us.
Use of the website is subject to the following terms and conditions.
General
Your use of this site constitutes acceptance of these terms and conditions as at the date of your first use of the site. The Royal Air Force Benevolent Fund reserves the right to change these terms and conditions at any time by posting changes online. Your continued use of this site after changes are posted constitutes your acceptance of this agreement as modified
You agree to use this site only for lawful purposes and in a manner which does not infringe the rights or restrict, or inhibit the use and enjoyment of the site by any third party.
This site and the information, names, images, pictures, logos regarding or relating to the Royal Air Force Benevolent Fund are provided "as is" without any representation or endorsement made and without warranty of any kind whether express or implied. In no event will the Royal Air Force Benevolent Fund be liable for any damages including, without limitation, indirect or consequential damages, or any damages or loss of profits whatsoever arising from the use or in connection with such use or loss of use of the site, whether in contract or in negligence.
The Royal Air Force Benevolent Fund does not warrant that the functions contained in the material contained in this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or bugs, nor do we guarantee the full functionality, accuracy and reliability of the materials.
Trademarks
The Royal Air Force Benevolent Fund name and logo, and 'Airplay' are trademarks of the Royal Air Force Benevolent Fund. The names, images and logos identifying the Royal Air Force Benevolent Fund or third parties and their products and services are the proprietary marks of the Royal Air Force Benevolent Fund and/or third parties as appropriate. Nothing contained in these terms and conditions or on the Royal Air Force Benevolent Fund website may be construed as conferring any licence or right under any trademark or patent of the Royal Air Force Benevolent Fund or any third party.
Copyright restrictions
Commercial use or publication of all or any material displayed is strictly prohibited without prior written authorisation from the Royal Air Force Benevolent Fund. Nothing contained herein shall be construed as conferring any licence by the Royal Air Force Benevolent Fund to use any material displayed.
Documents on this site may be copied for personal, non-commercial use only on the condition that copyright and source indications are also copied, no modifications are made and the document is copied entirely. However, some documents and photos have been published on this site with the permission of the relevant copyright owners (who are not the Royal Air Force Benevolent Fund). All rights are reserved on these documents and permission to copy them must be requested from the copyright owners.
The Royal Air Force Benevolent Fund takes no responsibility for the content of external internet sites. The existence of a link from any organisation's site to the Royal Air Force Benevolent site does not imply that the Royal Air Force Benevolent Fund endorses the activities or views of that organisation.
Any communication or material that you transmit to, or post on, any public area of the site including any data, questions, comments, suggestions or the like is, and will be treated as, non-confidential and non-proprietary information.
If you wish to make any use of material on this site, please send your request to mail@rafbf.org.uk.
Donation refund policy
If you have made a donation in error, please call us on 020 7580 8343 (Monday to Friday, 9am to 5pm). We will happily refund your donation.
Privacy and Cookies
Read our privacy statement and our policy on cookies.
Linking policy
The Website contains links to websites operated by parties other than the Royal Air Force Benevolent Fund. Such links are provided for our users’ convenience only. The Royal Air Force Benevolent Fund does not control such websites, and is not responsible for their content. The Royal Air Force Benevolent Fund's inclusion of links to such websites does not imply any endorsement of the material on such websites or any association with their operators. Users are solely responsible for evaluating the accuracy and completeness of any information contained on the third party websites, and also the value and integrity of any goods and services offered by such websites.
You may link to our web pages, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
We reserve the right to withdraw linking permission without notice.
Complaints policy
Our Fundraising
We aim to set the highest standards for our fundraising activity, whether the activity is conducted by internal staff or third parties. However there may be times when our fundraising falls short of these and when this happens we would like to know so we can address these as quickly as possible to put things right, learn lessons and make any appropriate and proportionate improvements. We take any complaint very seriously and promise to look into these thoroughly.
The RAF Benevolent Fund is a member of the Fundraising Regulator and our fundraising team are committed to following the Fundraising Code of Practice.
How can I make a complaint?
If you have a complaint or feedback on any of our fundraising activity we would encourage you to send your comments to us. It would help if you are able to send any materials to support your complaint. Please remember to include your contact details and write to:
Supporter Care Executive
RAF Benevolent Fund
67 Portland Place
London
W1B 1AR
Email: hello@rafbf.org.uk at any time or phone: 020 7580 8343 Monday to Friday 9am to 5pm and a colleague will transfer you to the correct person.
What will happen next?
We will investigate your complaint internally in consultation with the colleagues responsible for the activity. If a third party supplier is involved we will speak to them to gather any information to understand more fully the situation, and to ensure remedial action is taken.
If you have given us your contact details we will acknowledge receipt within 5 working days. Upon request we will endeavour to reply within 15 working days to let you know the outcome of our investigation.
If you are unhappy with the outcome, we may seek to investigate further. However if you are unsatisfied with the over all outcome or if after 30 days you have not received a response you can contact the Fundraising Regulator at:
Eagle House
167 City Road
London
EC1V 1AW
Telephone 0300 999 3407, email: complaints@fundraisingregulator.org.uk or visit www.fundraisingregulator.org.uk/complaints/make-complaint
The Fundraising Regulator is an independent body that enforces the Fundraising Code of Practice and aims to resolve and adjudicate when there are issues between members of the public and charities.
If your complaint relates to the fundraising or work of another charity we will contact you and let you know who you should contact.
Governing law
These terms and conditions shall be governed and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
Online Shop - Delivery and Returns
The RAF Benevolent Fund online shop sells a range of products and all proceeds go towards our work supporting serving and veteran RAF personnel and their families.
Payment methods
We process secure payments through PayPal which accepts most credit and debit cards as well as PayPal itself.
If you are having any difficulties paying for your order, please consult with your bank or credit card provider in the first instance. If you're still unable to place your order, please do reach out to us using the details further below.
Order fulfilment
All orders are fulfilled on our behalf by Telebank and delivered by Royal Mail. If you have any questions, please do get in touch using the details below.
Second Class Royal Mail UK Delivery
£4.50
International orders are charged at a flat-rate of £15
Order enquiries
If you have any questions regarding your order or anything else relating to our online shop or the service we provide, please don't hesitate to get in touch using the details below. If you're contacting us regarding an order you've already placed, it would be really helpful if you could provide your order number and address to help us find it in our system.
UK returns and refunds
If you are unhappy with your purchase, items can be returned to us in their original condition within 30 days.
Email us: shop@rafbf.org.uk
Call us: 020 7580 8343 (select option 2)
Write to us: Online Shop, Royal Air Force Benevolent Fund, 67 Portland Place, London W1B 1AR