Terms and conditions of use

This page together with the documents referred to in it tells you the terms and conditions on which we supply any of the products and services listed below.

Please ensure you read these terms and conditions carefully before using the RNIB WebDocs website (the "website"). By selecting the checkbox marked "I have read and accept the Terms and Conditions", you signify your agreement to be bound by these terms and conditions. You should print a copy of these terms and conditions for your future reference.

We will periodically update and/or amend our terms and conditions, which is why we ask you to read and accept them each time you log in to the website. You will be subject to the Terms and Conditions in force at the time you ordered products from us.

The service

The service provided by our website is a quick-turnaround online ordering service for accessible documents in Braille, audio and large print. This service is available to UK-based business customers only, and is only available in English language. Documents must not exceed 150KB* (saved on Word 2003 or earlier with a .doc entension) or 15KB* saved in Word 2007 or later with a .docx extension), in file size and should not contain diagrams, photographs, complex tables, complex formatting or logos. A maximum of 10 documents can be uploaded within a single order. A maximum of 10 documents can be uploaded within a single order. Delivery will be to either the registered customer or the end user of the product, who must be also based in the UK.

* Hint: you can find the size of each file by selecting "Properties" under the File menu and then selecting the "General" tab.

All orders will be invoiced to the registered customer on the day of dispatch. Payment must be received within 30 days of the date shown on the invoice.

Documents should be supplied as text-only Microsoft Word documents with no graphical or pictorial content. Simple tables can be included within the document.

Braille can be supplied in Grade 1 or Grade 2 and will be finished with either a staple or tag in the top left-hand corner.

Large print can be supplied in point size 16, 18 or 24 and will be finished with either a staple or tag in the top left-hand corner. All large print will be supplied in Arial font.

Audio will be supplied as a digital audio CD using a female synthetic voice. CDs will be delivered in a clear plastic sleeve. The filename you supply will be used to label the CD. Your filename must not exceed 20 characters. If you need advice in naming your file, please see our Frequently Asked Questions.

Your account

If you use the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You can access and update much of the information within the "My account" area of the website.

Access to RNIB's WebDocs

We will endeavour to ensure that availability of the website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the website may occasionally be suspended or restricted to allow for repairs, maintenance or the introduction of new services. We will attempt to limit the frequency and duration of any periods of suspension or restriction.

Your conduct

By placing an order you warrant that you are a business customer, at least 18 years old, you are legally capable of entering binding contracts and have obtained any necessary consents to enter in to this contract with RNIB and will indemnify RNIB against any breach of third party rights.

You must not use the website in any way that causes, or is likely to cause the website or access to it to be interrupted, damaged or impaired in any way.

You should understand that you are responsible for all electronic communications and content sent from your computer to us and must use the website for lawful purposes only.

You must not use the website for any of the following:

  • For fraudulent purposes, or in connection with a criminal offence or other unlawful activity.
  • To send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise injurious to third parties; or objectionable; or which consists of or contains software viruses, chain letters or any "spam".
  • To cause annoyance, inconvenience or needless anxiety.

Contract relating to the sale of products

After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order is an offer to buy the product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending an email that confirms the product has been dispatched. This contract will only be formed when we send you the Dispatch Confirmation.

Alteration of service or amendments to the conditions

We reserve the right to make changes to our website, policies and these conditions of use at any time. You will be subject to the policies and Conditions of Use in force at the time you ordered products from us.

Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause, which is beyond our reasonable control. This condition does not affect your statutory rights.


All orders will be invoiced to the account holder on the day of dispatch. All invoices will be sent to the email address specified in the "My Account" area of the website. Payment must be received within 30 days of the date shown on the invoice.

For any queries about payment, please call 01733 375370.


Prices are calculated at the time of placing your order and will be advised before you confirm your order. All prices include delivery charges where applicable.

The costs for the service are:

Document Format Initial Copy Each additional copy ordered at the same time as the initial copy
Audio CD £12.00 £5.50
Large Print £12.50 £5.50
Braille £14.00 £5.50

All prices are subject to VAT at the prevailing rate where applicable. The postage & packaging charge is included in the overall price of your document.

We reserve the right to make changes to our pricing structure at any time. You will be subject to the pricing structure in force at the time you order products from us.

Customer support

We offer telephone and email support Monday to Friday between the hours of 8.45am and 4.45pm. Customer support is not available during weekends, bank holidays or over the Christmas shutdown period. You can contact us using the following ways:

We will endeavour to respond to all email enquiries by the next working day following receipt.

Distance selling regulations

As we are selling a business-to-business service, distance-selling regulations do not apply to our contracts.

You may cancel an order at any time prior to confirming your order on the website.

As the supply of goods is tailored to each customer's specification, once you have confirmed your order, you may only cancel it if we receive your written cancellation before we have commenced producing the product(s).


Upon dispatch of your order you will receive an electronic dispatch note ("Dispatch Confirmation Email"). This is not an invoice but it should be retained for your records and in case you need to return the goods for any reason. If your order has been received by midday Monday to Friday, it will normally be dispatched to your identified delivery address(es) by close of business the following working day.

If your order has been received after midday on a Friday or over the weekend, it will normally be dispatched to your identified delivery address by close of business on a Tuesday.

For our purposes the UK includes England, Northern Ireland, Scotland and Wales.

To ensure efficient delivery of your order, all orders are dispatched using first class post. Delivery rates are included in the prices quoted at the time of placing your order.

All items will be dispatched independently even if going to the same delivery address.


As a customer, you may occasionally receive email updates about new services and other news from RNIB Business Services. We hope you find these updates interesting and informative, but if you'd rather not receive them, let us know by unchecking the box in the "My Account" area on the website.


We are committed to protecting your privacy. RNIB will only collect, process and store information about you that we have openly collected from you or with your consent. The personal details you supply to RNIB, including any sensitive data, will be held for processing, researching and for mailing you with information only about RNIB. Your details will only be used by RNIB and will not be made available to any third party unless otherwise stated at time of submission.

If you use standard email for communication with RNIB, this will not be protected and you should be aware that RNIB cannot guarantee that it remains confidential whilst in transit. All email sent to RNIB will be monitored and checked to ensure our systems operate effectively.

To maintain confidentiality, any documents which you upload onto RNIB's WebDocs website will only be retained until the dispatch of your order, before being permanently deleted.

Returning goods

In the unlikely event that we have made an error on your order, we will be happy to investigate and make good or refund, where appropriate. If you identify a mistake, in the first instance, please call us on 01733 375370. This does not affect your statutory rights. We will usually ask you to return the product outlining your concerns.

Feedback and complaints

We always value feedback on our services, so please take the time to reflect your experience in using this service via the email link on our webpage, or you can respond directly by email to: businesslink@rnib.org.uk.

We will also prompt you to provide feedback upon dispatch of your order in the order dispatch email. We value feedback on your level of satisfaction with the overall service, so please take the time to complete this form too.

If you have any complaints about RNIB's WebDocs, please contact us by telephone or email:


RNIB has tried to ensure that the contents of this website are accurate. However RNIB will not accept liability for any loss or damage or inconvenience arising as a consequence of any use of or the inability to use any information on this website. Visitors who use this website and rely on any information do so at their own risk. RNIB does not represent or warrant that the information accessible via the website is accurate, complete or up to date. Price and availability of information is subject to change without notice.

RNIB will not be liable (to the fullest extent permitted at law) for any loss, damage or inconvenience arising as a consequence of any use of or the inability to use any information on this site.

RNIB warrant that our products and services are of a satisfactory quality but our liability to you is strictly limited to the purchase price for the product and service. This does not include or limit our liability for death or personal injury or for fraud or fraudulent misrepresentation. We are not responsible for any indirect and consequential losses including loss if income, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data.

We are not responsible for the accuracy of material supplied by you. End-users should rely on original documentation as their main document for accuracy and legal purposes.

This service is not subject to a PCIDSS certificate and therefore is not suitable for any documents that carry individual credit card details.


The RNIB WebDocs site is secured using a Thawte Digital Certificate. This ensures that all information sent to us via the Internet will be encrypted.

  • We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the personal information you input, including credit or debit card number, name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet.

Written communications

Applicable laws require that some of the information we send to you should be in writing. When using this site you accept that communication with us will be mainly electronic. We will contact you by email. You agree to this electronic form of communication and comply with legal requirements.


All notices given by you to us must be given to either our email or postal address given at the end of this document. We may give notice to you at either the email or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on our website.

Transfer of rights and obligations

You may not transfer or assign charge or otherwise dispose of a contract or any of your rights or obligations arising under it.


If, at any time during the term of the contract, we fail to insist upon your strict adherence to any of your obligations or any of these terms and conditions this does not constitute a waiver of such rights or remedies.


If any of these terms and conditions proves to be invalid they will be removed from the remaining terms and conditions, which will continue to be valid.

Entire agreement

These terms and conditions and any document expressly referred to represent the entire agreement and supersede any prior agreement between the parties and both parties acknowledge that neither party have relied upon any representation given by the other when entering the contract.

Law and jurisdiction

This contract will be governed by English law and the courts of England and Wales.

A guide to RNIB's Business Services

RNIB offers many services, encompassing a wide range of disability solutions, tailored to suit the needs of your company.

RNIB can provide advice and practical solutions to help you ensure you reach more customers by making your products and services more accessible.

Our range of business services includes:

  • Training courses for disability and visual awareness, documents, websites, IT, environments, products and more.
  • Accessible information support to enable as many customers as possible to read about your products and services, including our professional transcription service for Braille, audio and large print formats.
  • Product design support and a range of products to purchase.
  • Website accessibility design audits, training and consultancy.
  • Software accessibility audits, training and consultancy.
  • Accessible environments, buildings, signage and way finding.
  • Advertising in RNIB publications to reach individuals and professionals.

To discuss these services and more, contact our Marketing Development Team for an initial discussion:

Market Development
PO Box 173
Telephone: 01733 375109
Email: commercialservices@rnib.org.uk

Contact us

Postal address:
WebDocs Service
Bakewell Road
Orton Southgate
Email: businesslink@rnib.org.uk

Annex 1

Please be aware as part of using 'the service' you are indirectly using an open source code to help transcribe your documents. This code, which is supplied from an external company, offers no guarantees or warranties. RNIB therefore can offer no guarantee or warranties with regard to this code and limits liability to yourselves as this company have to RNIB


Need help? Please contact our Disability Access Team on 01733 375370.