Terms and conditions

Nature of the services

Your therapist will offer you an initial consultation to discuss your needs, to determine if therapy is likely to be helpful and assess whether online therapy is an appropriate option for you. If you decide to undertake therapy, you will be offered a regular 60-minute time slot for your sessions. We encourage you to take advantage of the online booking tool to choose a convenient time.

Sessions will take place using internet-based videoconferencing solutions. Your therapist will provide instructions for how to join the session at the time you decide to commence therapy. If you experience any technical difficulties such as a loss of connection during a session, please attempt to rejoin the session. If problems persist, you can liaise with your therapist via phone or email to cancel or reschedule.

How we communicate

Our standard mode of communication is email. Your therapist may communicate with you via email to confirm appointments or other details relating to your therapy. You may also receive emails containing information or resources that your therapist considers relevant and helpful to your therapy experience. 

Policy for cancellations and missed appointments  

Please contact your therapist as soon as possible to if you would like to cancel or reschedule an appointment.  Cancellations less than 48 hours before the appointment and non-attended appointments without any prior notice will be charged at the full session rate. If you have a vacation/holiday or other commitment coming up which interferes with your sessions, please give your therapist as much notice as possible. Your therapist will provide you with as much notice as possible if they need to cancel/reschedule one of your appointments. We are a busy service and sometimes have people waiting for an available appointment. If you cancel two scheduled initial appointments or fail to attend, we reserve the right to not offer a further appointment.

Fees and Payment

Your therapist will confirm the fee for each session at the time you start therapy. If you intend to use private healthcare insurance and your insurance policy does not cover the full cost of each session, you will be responsible for the payment of any fees not covered by your policy. It is your responsibility to check with your insurers of any amount that will not be covered by them. We will invoice your private healthcare insurance provider and will inform you of any unsettled fees and request that these are paid within seven days. When there are fees for you to settle directly, our standard practice is to send you an invoice by email with the option to pay by credit or debit card. Payment can also be made by bank transfer.


Confidentiality is maintained throughout treatment, except in certain circumstances in which your therapist has a legal or ethical obligation which conflicts with clinical confidentiality. From time to time your therapist will seek consultation with a colleague to maintain a high standard of clinical practice; identifiable information is not revealed. It is also professional courtesy and good clinical practice to provide written updates to referrers. In other situations, your therapist will seek your permission where possible before discussing any aspect of your work with anyone else.

Data Policy

Occasionally you will be asked to submit personal information about yourself (e.g. name, address and email address) in order to use our services. By entering and submitting your details, you are consenting to the processing of your information by us in accordance with this Data Policy. You may also provide personal information to us when you contact us by email, telephone or letter. Whenever you provide such personal information, we will treat that information in accordance with this policy. We will, at all times, act in accordance with current legislation and aim to meet current Internet best practice.

When you supply any personal information to us we have legal obligations towards you in the way we deal with that information. We must collect the information fairly, that is, we must explain how we will use it. This Data Policy explains how we will use your personal information. We will use personal information provided by you for the following purposes:

  • To process and respond to requests and enquiries received from you
  • To provide services requested by you
  • To communicate with you about services provided to you
  • To update, analyze or audit our records
  • To carry out client satisfaction research

We will hold your personal information on our systems for as long as is necessary for the purposes set out above and we will remove it when the purposes have been met, unless you opt-in for future communications with us. Where you have opted-in to future communications, we will, on each subsequent communication, offer you an easily executable 'opt-out' option, which will allow you to remove yourself from any future mailings.

We may share your personal information with third parties in the following ways:

  • We will release your personal information when we are required to do so by law.
  • We will release your personal information to others when you have given your consent to that release.

You have the right to request a copy of the personal information we hold about you and to have any inaccuracies corrected.

Please contact us should you have any questions about this agreement.