Frequently Asked Questions & Help

Frequently Asked Questions & Help

If you have any questions about our service, please start by looking through the questions and answers below. There is a very good chance that you will find a solution here much more quickly than you could by contacting us.

If you do not find an answer here, please find the FAQ which most closely matches your question and then take the 3rd option at the bottom of the FAQ page to submit your question directly to our helpline. This helps us help you more efficiently. Alternatively, you can email help@equinenutritionist.co.uk. We are very sorry but we do not offer assistance by telephone.

What do I get from The Equine Nutrition Learning Centre?

What do I get for my subscription fee?

Please see the Members Benefits list to read about what you get for your monthly fee.

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Do I have direct access to help from Clare if I join the Learning Centre?

Your subscription gives you access at anytime to Clare’s extensive library of advice and information as well as membership of the private Equine Nutrition Learning Centre Facebook group.

Clare will be live on the group at regular intervals, but not at all times. Clare will be answering general queries and giving support in the Facebook group, but if you want advice from Clare directly, you will need to contact her about her bespoke Consultancy services, for which a fee applies.

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Can I keep my access to the private Member’s Facebook group but cancel my subscription?

The Member’s Facebook group is for current, subscribing Members only, so if you cancel your subscription, you will no longer have access to the group.

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Subscribing and Cancelling

How can I pay the subscription fee (what options do I have)?

The fee is paid using the secure facilities of Braintree Payments. This means you can pay by debit or credit card, or by PayPal account if you have one. The payments are set up as recurring, so will continue to be taken until you cancel.

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What currency can I pay in?

We accept payment in Pounds Sterling but your card issuer should be able to handle any currency conversions.

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Is your payment system secure?

Yes. All our payments are handled by Braintree Payments, so no sensitive data is stored on our website.

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How do I cancel my membership?

Simply log in to your account, click on the Subscriptions link and then click on the Cancel link.

You can choose to cancel immediately or at the expiry of the current paid month.

Your membership will remain active until the expiry date if that is the option you selected. Your user account will remain accessible once your membership has expired, in case you wish to resubscribe. Your account will retain the basic free content access and you will be able to see the Subscribe Now button on the main ENLC page.

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Can I pause my subscription?

Sorry, no we do not offer this option. You will need to cancel it, then resubscribe when you are ready to join again.

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Can I start my subscription again at any time after I’ve cancelled it?

Yes. After you cancel your membership, your user account will remain active once your membership has expired, in case you wish to resubscribe.

The account will not be removed until at least a year after your cancellation. Once it has been removed, you can simply re-register to subscribe again.

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How long does my membership last?

Your membership automatically renews every month until you cancel it.

You can cancel anytime by submitting a cancellation request via the Orders page of your account. Be sure to cancel several days before your next payment is due so that the automatic payment does not go out.

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Why was my payment declined?

If your payment was declined you will need to take this up with your payment issuer, as we are not given any information about such an event.

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Using The Equine Nutrition Learning Centre

Can I share content with my friends, or on Facebook?

Please don’t share any content with non-Members, who aren’t paying the monthly subscription fee. The content is for your use only.

All the content is copyrighted to Clare MacLeod, and must not be shared or used in any way without Clare’s express written permission.

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The information I wanted is not in the content

Please email Clare at help@equinenutritionist.co.uk and make a request for new content.

Your request will then be considered for new content. We will do our best to get your request into the Learning Centre, but there is no guarantee when it will be included, simply due to the large volume of requests that Clare receives.

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Why haven’t I got access into the Facebook group yet?

It can take us a few days to set up your entry into the Facebook group, and we thank you for your patience with this.

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I’ve forgotten my password

You can easily reset your password by following the ‘Reset your password’ link from the Log In page. This will trigger an email to be sent to your registered email address with further instructions.

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I am unable to log in

If you are unable to log in this can be caused by using a different email address or username from the one you registered with.

Please check that the email address is the one you used when you registered.

If you have forgotten your password, please go to the login page and click the Reset your password.

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I can’t read the content – can I listen instead?

Some of the ENLC content is available to subscribers as mp3 audio files, which you can find on the article page. This is available as an inline web player that allows you to listen on your computer or mobile device. The player also allows you to download the mp3 file to your device for playing in your favourite app. We are currently working on getting more of the content available as audio files. 

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I’ve changed my email address

It is easy to change your email address, by logging in to your account and editing your account details.

You will need your password to ensure that it really is you trying to change the email address.

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I want to change my password, payment information, address or other details?

You can change these details on your account page when you log in.

Your password can be changed under the account Edit link.

You can add a new payment method from the Payment Methods link, where you can also add a new address if needed.

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Privacy, GDPR, security and accessibility

What are cookies and do I have to accept them?

Cookies are small text files saved on your computer by websites when you visit them. On this website they are required for saving anonymous details about your visit to the website, in particular when you log in (to allow your computer to ‘remember’ that you are logged in) and when you make a payment for a subscription.

They are also used by third parties (such as Google) to help us to analyse the aggregated use of our website so we can improve usability in future.

You can read all about Cookies on this website: https://www.allaboutcookies.org/

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What do you do with my data?

Please refer to our Privacy Notice where this is described fully.

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How do I stop getting emails from you?

You will only receive emails from us if you have chosen to do so, to receive occasional updates about our services or in support of your purchase (eg of subscription) or to access your account (eg account activation or password reset).

You can unsubscribe from email notifications by following the relevant link in the email, or by unchecking the box “I would like to be kept informed by email” in your user account.

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